Missoma, founded in 2007 by Marisa Hordern, was born from the need for fashion-forward jewellery that was both long-lasting and affordable. Now globally recognised for demi-fine and solid gold pieces, we design every piece in-house at our London studio, crafting them by hand and shipping worldwide.
Authentic...We stay true to ourselves, valuing open feedback, honest conversations, and conscious sustainability while prioritising our community and the planet.
Collaborative...We thrive together, valuing every voice, fostering inclusivity, and blending fun with creativity to drive innovation.
Entrepreneurial...At Missoma, we think big, act boldly, and constantly strive to improve with passion, determination, and a 'can-do' attitude.
The primary purpose of the Senior CRM Manager is to own both the strategy and execution for Missoma’s retention marketing activity. Specifically, this role is responsible for all email activity and finding new channel opportunities to improve customer retention.
Key Responsibilities
* Define programme requirements for automation emails, including (but not limited to) nursery, retargeting, reactivation, and birthday using a test and learn approach to optimise towards building order frequency within the database.
* Work collaboratively with the Graphics and Merchandising team – considering key launches, category-focused promotions, buy volumes, and brand commitments – to both optimise automations and build a BAU schedule focused on driving maximum revenue to targeted data segments.
* Monitor the weekly trade performance for BAU sends and automations, highlighting areas of opportunity and risk, working with the Growth Director to put action plans in place.
* Oversee the end-to-end execution of all email marketing, ensuring all email campaigns are delivered on-time and error-free. Regularly review processes to ensure efficiency is optimised.
* Investigate, propose, and test new channel opportunities including Direct Mail, Referral programmes, and Review programmes to drive incremental reorder rates across the CRM database.
* Work with the Growth Director to build out seasonal, product, and data strategy and testing plans using past learnings to inform future strategy.
* Closely monitor email segments (engagement, recency, product), continuously tracking core email KPIs to identify opportunities to improve retention rates and reduce churn.
* Work closely with our Digital Analyst and external agencies to understand customer and audience insights and translate into CRM contact strategy to encourage retention.
* Organise customer surveys to identify and update customer personas to ensure relevant products and journeys are served to optimise conversion and order frequency.
* Management of the CRM Marketing Executive, inspiring your direct report to take on challenges and grow in their role. Manage performance reviews and objective setting processes.
* Identify, explore, and implement opportunities outside email to drive customer retention.
Competencies & Experience
* 4+ years’ Marketing experience for a Direct to Consumer or Ecommerce retailer managing CRM channels with a focus on key database health metrics such as orderer rate.
* Proven track record of leading CRM marketing strategies across multiple territories.
* Experience in managing, mentoring, and growing a CRM team and agencies.
* Demonstrated expertise in paid social, paid search, and affiliate marketing.
* Comprehensive understanding of customer targeting, lifecycles, and LTV.
* Experience working for an own-brand product retailer, particularly with sales targets of around £3 million per year.
* Familiarity with founder-led business dynamics is a plus.
* Advanced skills in executing CRM campaigns and creating automation flows, and analysing CRM campaign performance and generating actionable insights.
* Proficiency in creating, executing, and maintaining a robust testing roadmap for CRM channels.
* Expertise in ESP platform analytics and Excel for data analysis and reporting.
* Demonstrated ability to oversee CRM agency partnerships, manage costs, and explore new opportunities.
* Strong capacity to collaborate with Organic Marketing, PR, Ecommerce, and Retail teams to build effective, omnichannel CRM growth strategies.
* Ability to produce detailed performance forecasts and reports aligned with business goals.
* Highly commercial and data-driven mindset.
* Proactive and results-oriented.
* Strong analytical and problem-solving skills.
* Effective leadership and team development capabilities.
* Excellent communication and cross-functional collaboration abilities.
* Adaptable and able to thrive in a fast-paced environment.
* Highly organised with meticulous attention to detail.
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