CRM Lifecycle & Automation Specialist

COS; Greater London; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A global retail brand based in London is looking for a CRM Lifecycle & Automation Specialist to lead automated CRM programs. You'll drive customer engagement and retention using data analytics and oversee performance metrics. The ideal candidate has over 3 years of lifecycle marketing experience, is skilled with CRM tools like Emarsys, and is passionate about delivering exceptional customer experiences. This full-time permanent role requires approx. 3 days in-office presence to facilitate collaboration.

Benefits

25% staff discount

Incentive Program – HIP

25 days holiday

Discounts on leisure activities

Pension scheme

Discounted gym membership

Cycle to work scheme

Qualifications

• 3+ years of experience in lifecycle and marketing automation.
• Strong experience with CRM platforms and marketing automation tools.
• Comfortable presenting to senior stakeholders.

Responsibilities

• Own the end-to-end Global CRM automation.
• Monitor customer behaviour and lifecycle progression.
• Own Global CRM automation reporting and analysis.

Skills

CRM platforms expertise

Data analytics

Excellent communication

Customer experience focus

Tools

Emarsys

Bloomreach

Klaviyo

Job description

Job Description

We are now looking for a CRM Lifecycle & Automation Specialist to join our Global Team based in London.

You will be responsible for designing, activating, and optimising Global automated journeys across key CRM channels. Using Emarsys as our core platform, you will leverage automation to drive customer frequency, retention, and lifetime value. This role requires someone with experience in lifecycle automation who is confident working with business intelligence (BI) systems and data dashboards to monitor customer behaviour, track lifecycle movement, and translate insights into actionable lifecycle campaigns. The successful candidate will be both data‑driven and creative, with the ability to bring strategies to life through seamless customer experiences.

Responsibilities

• End‑to‑end ownership of Global CRM automation – Leads the development, management, and evolution of automated Global CRM programs, ensuring they effectively support customers at every lifecycle stage.
• Lifecycle performance & insight ownership – Monitors customer behaviour and lifecycle progression using BI and analytics tools, identifying opportunities to enhance performance and influence strategic decision making. Translate lifecycle insights into actionable strategies that drive engagement, retention, and conversion.
• Performance analysis & reporting ownership – Own Global CRM automation reporting and analysis, tracking metrics such as repeat rates, and customer lifetime value.
• Segmentation & personalisation ownership – Collaborates with Customer Analyst and Global CRM Manager to refine segmentation models and automation rules, ensuring communications feel targeted and relevant.
• Continuous improvement & innovation – Drives ongoing optimisation of CRM workflows, championing experimentation, testing, and innovation to improve efficiency and customer experience.
• Cross‑functional alignment & influence – Works closely with brand and marketing, product, analytics, digital and store experience teams to ensure lifecycle automation aligns with broader business goals and delivers cohesive customer journeys.

Qualifications

Alignment to our company values is the most important characteristic we look for in all new joiners. Our values are the behaviours that we appreciate above and beyond anything else. We are open‑mindded and curious, we dare to be different, we believe in constant improvement and we empower and trust you to take ownership. Our values are part of who we are, what we stand for and how we act.

What you need to succeed

Experience & Expertise

• 3+ years of experience in lifecycle and marketing automation
• Experience working with Emarsys or similar email service providers or customer data platforms (Bloomreach, Klaviyo)

Skills & Attributes

• Strong experience with CRM platforms and marketing automation tools
• Comfortable working with data, analytics, and customer insights
• Comfortable presenting to senior stakeholders and using insights to explain decisions with excellent communication skills
• Brings a digital first approach to evolving CRM platforms, identifying technical improvements and ensuring systems are scalable, future‑ready, and able to support new market expansion
• Passionate about customer experience and lifecycle marketing

Additional Information

This is a full‑time permanent contract based at our Head Office in London.

Benefits

• All our employees receive a 25% staff discount usable on all our H&M Group brands in stores and online.
• Employees are included in our H&M Incentive Program – HIP.
• 25 days holiday
• Discounts on everyday brands and leisure activities
• Retail Trust membership
• Pension scheme
• Discounted gym membership
• Cycle to work scheme

Inclusion & Diversity

At COS we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people who share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, what we perceive as possible and how we choose to relate to our colleagues and customers all over the world, therefore all diversity dimensions are taken into consideration in our recruitment process.

Brand Description

COS offers a wardrobe of ready‑to‑wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.

In this role you will have some flexibility to work remotely; however due to the high level of cross‑department collaborations approx. 3 days per week office presence is required to foster strong collaborations and team work.

Job Location

London, United Kingdom (Head Office)