Member Lifecycle Communications
* Own the creation, copywriting, build and delivery of member communications across the member lifecycle, from pre sale, to sign up and onboarding, through to engagement and retention.
* Develop always on and campaign led CRM activity that supports commercial priorities and member needs.
* Identify journey gaps and opportunities to improve relevance, timing and clarity of member communications.
Segmentation & Database Management
* Ensure appropriate CRM data management and database health, working with internal teams to maintain accurate, usable data, and to support database growth strategies.
* Use insight to develop and refine audience segmentation and targeting strategies, improving relevance and personalisation.
Campaign Execution & Optimisation
* Manage communications for campaigns across multiple brands, ensuring consistency and high attention to detail.
* Identify opportunities to increase member engagement, drive product adoption, and increase secondary spend.
* Explore new and emerging communication channels to supplement and enhance existing member journeys.
Insight, Reporting & Collaboration
* Track and report on CRM performance using agreed KPIs.
* Support ongoing optimisation and testing, applying learnings and insight to inform development.
* Collaborate cross functionally with Brand, E-Commerce, Product, and Club teams to ensure aligned communications.
* Stay informed on industry best practice in order to make informed recommendations and improvements.
* Ensure all CRM activity complies with GDPR and customer data regulations.
Essential
* Minimum of 2 years' experience in a CRM, lifecycle, or database driven marketing role, with experience using CRM or marketing automation platforms.
* Strong understanding of segmentation, targeting, and data led communication.
* Experience copywriting and creating communications to a prescribed tone of voice.
* Ability to manage multiple campaigns and priorities simultaneously.
* Strong analytical mindset with experience using data and insight to inform decisions.
* Excellent attention to detail, organisation and time management skills.
* Passion for working with others.
* Strong people skills and a natural ability to put others at ease.
* Show up as your authentic self, with a drive for personal growth and a mindset that embraces change and continuous improvement.
Desirable
* Experience working in subscription, membership, or customer centric businesses.
* Exposure to lifecycle mapping, journey optimisation, or personalisation strategies.
* Exposure to tools such as Power BI, Google Analytics, or similar reporting and visualisation platforms.
What you’ll get
* A career with a business in motion, always learning and evolving for better.
* A refreshingly friendly and supportive environment in which to thrive.
* Training and development opportunities which will enable you to advance as far as your talent and determination will take you.
* Plenty of social activities and events.
* If fitness is your thing, we often find opportunities to work out together.
* Free membership for you and a loved one plus 2 discounted memberships for family members or friends after passing probation.
* 28 days holiday including public/bank holidays.
* Workplace Pension Scheme.
* Discount on retail and cafe products.
Role Purpose
The CRM Executive is responsible for improving member experience, retention and lifetime value through timely, relevant communications. Using data led insight, they will deliver targeted campaigns that ensure members receive the right message at the right time, driving both engagement and commercial impact. As a customer centric team, providing value to members at every touchpoint is central to how we work. The CRM Executive will turn segmentation and insight into meaningful communications that strengthen long-term member relationships across multiple brands. This role is ideal for someone who thrives on detail, enjoys combining creativity with data, is comfortable building as we go, and takes a hands‑on approach to campaign delivery. The right candidate will understand how continuous improvement drives measurable customer and business outcomes. As we are early in our CRM maturity, the role will also play a key part in shaping how CRM works across the business; from defining best practices and processes, enabling the broader organisation to focus on delivering an outstanding member experience.
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