Senior CRM Executive
Kingston-on-Thames (3 days in office)
Full-Time
At Crew Clothing, we believe
clothes are about so much more than “just clothes”. Designed with the spirit of
the south coast in every stitch, our crossed oars are a mark of timeless
British style. These are clothes for life’s best moments.
We believe in collaboration, kindness and
creativity, in celebrating our successes and championing our customer at every
step of the way. From ’93 to now, people have been at the heart of everything
we do. It’s in our name – Crew.
Purpose of the role:
This
is a hands-on, execution-focused role at the heart of our CRM operation. You’ll
be responsible for the day-to-day delivery of email, SMS and lifecycle
campaigns across Crew Clothing, with exposure to our wider brand portfolio
including Ben Sherman, Saltrock and Pringle.
Working
closely with the CRM Manager, you’ll take strategy and turn it into action –
building campaigns, owning the send calendar, managing automations, and
ensuring every customer communication is timely, relevant and on-brand. You’ll
also be the team’s primary reporting voice, helping define dashboards that
translate channel and campaign performance into clear, actionable insight.
We’re
in a period of genuine transformation. We’re replatforming, building out our
data warehouse, and embedding AI tools into our daily workflow. This isn’t a
role where you’ll just maintain the status quo. We’re looking for someone who
is curious about what’s next – someone who wants to understand how technology,
data and customer behaviour connect, and who will help us keep raising the bar.
It
would suit a confident, technically-minded CRM professional with a genuine
interest in brand and fashion retail, an instinct for data, and the kind of
curiosity that means they’re always asking “what if?”
Responsibilities:
CRM
Execution & Campaign Delivery
* Plan, build and execute BAU email and SMS campaigns
in line with the trading calendar, working to maximise revenue, engagement and
customer lifetime value
* Own the day-to-day management of automated
lifecycle programmes, identifying opportunities to optimise triggers, content
and timing
* Collaborate with the creative team to deliver
engaging, on-brand email content that reflects Crew’s identity and encourages
customer loyalty
* Maintain a disciplined test-and-learn approach
across all CRM channels, documenting results and feeding insights back into
planning
* Ensure all campaigns are quality-checked, correctly
segmented and deployed on time, every time
Reporting
& Insight
* Build and maintain CRM performance dashboards that
give the team and wider business clear visibility of campaign effectiveness,
customer behaviour and channel contribution
* Translate data into meaningful narrative – not just
what happened, but what it means and what we should do about it
* Support the CRM Manager with performance reporting
for senior stakeholders, ensuring accuracy and commercial relevance
* Work with the Customer Data and Insight team to
identify opportunities within customer segments and lifecycle stages
Technology,
Platforms & Innovation
* Be the team’s go-to person for platform knowledge
across our CRM and marketing technology stack
* Work with third-party partners and internal
technical teams to troubleshoot issues, implement improvements and maintain
platform health
* Stay curious about emerging tools, platforms and
approaches – particularly in the areas of AI, automation and customer data –
and bring ideas forward where there’s a genuine opportunity to improve how we
work
* Support the team through platform transitions and
re-platforming activity, helping to ensure CRM continuity and data integrity
throughout
Collaboration
& Brand Support
* Act as a key point of contact for CRM execution
across the business and with external partners
* Work collaboratively with the wider ecommerce,
trading, brand marketing and creative teams to align CRM activity with broader
commercial objectives
* Provide hands-on support across our brand portfolio
as required, contributing to multi-brand CRM delivery
Key
Skills & Experience
Essential
* Solid experience in a CRM or email marketing
execution role, ideally within retail or fashion
* Hands-on experience building and deploying
multi-step automated campaigns using a leading email or CRM platform
* Confident working with data – comfortable building
dashboards, interpreting campaign metrics and drawing out commercial insight
* Strong attention to detail with the ability to
manage multiple campaigns and deadlines simultaneously
* A collaborative, positive approach with the ability
to work across teams and manage external partners effectively
* Genuine curiosity about technology, data and how
customer behaviour is evolving – someone who actively seeks out what’s new and
what’s next
Desirable
* Experience working with platforms such as Ometria,
Wunderkind, Attentive, Emarsys, Klaviyo, Shopify or similar platforms or marketing
automation tools
* Experience building reporting dashboards using
tools such as Looker Studio, Power BI or equivalent
* Familiarity with SMS and direct mail as CRM
channels
* An interest in or early experience/adoption of AI
tools, large language models or machine learning concepts and how they might
apply to CRM and marketing
* Experience working in a multi-brand retail
environment
* Exposure to ecommerce platforms such as Shopify or BigCommerce
with an understanding of how platform data flows into CRM activity