We are looking for a CRM Executive to join our Digital team here at Harrods. This role involves ownership of all lifecycle and trigger communications at Harrods, delivered via email, direct mail, SMS, and Push notifications. The communications should meet both customer and business requirements in a fast-paced environment.
About The Role
The CRM Executive will be key in identifying opportunities and pain points within the customer lifecycle, developing strategies, and executing them. You will evaluate campaign performance and use insights to improve the lifecycle journey.
You will also:
1. Create and present insights through presentations to the wider business.
2. Enhance relevancy and personalization of all emails through customer segmentation and targeting.
3. Conduct testing throughout campaign execution, including content testing, end-to-end testing, and reviewing capabilities for continuous improvement.
4. Collaborate with creative teams to ensure content testing and stakeholder approvals.
5. Report on lifecycle insights and performance weekly/monthly.
6. Support stakeholders with future promotion campaigns linked to lifecycle communications.
About You
The ideal candidate will have experience managing or supporting CRM channels (Email, SMS, Push, Direct Mail), developing strategies, and executing automated lifecycle trigger communications. Knowledge of ESPs and Google Analytics (SAP or similar tools) is desirable, along with a good understanding of KPIs across channels.
You should also:
1. Be capable of delivering reports and presentations to teams and stakeholders.
2. Manage multiple tasks in a fast-changing environment.
3. Work well under pressure with quick turnaround times.
4. Understand email best practices and GDPR regulations, ideally being an expert within the team.
About Us
Harrods is a leading luxury department store, becoming a destination for top designers and sought-after brands worldwide. Our mission is to make visiting our Knightsbridge store an inspiring shopping experience.
Our Promise to You
Help us make the impossible possible for our customers, and we’ll do something remarkable for you. We offer a friendly environment, abundant opportunities, and support to build an exceptional career across our diverse business areas.
Uniquely You
We celebrate diversity and invite applications from all backgrounds. We value individual strengths and believe in growth potential. Even if you don’t meet every criterion, if you have the skills, experience, and genuine interest in Harrods, we encourage you to apply.
Learn more about our culture by searching #TogetherHarrods on LinkedIn, Facebook, or following us on Instagram @togetherharrods.
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