CRM Executive

Charles Tyrwhitt; City of Westminster; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Staff discount

Hybrid working

Charity partnerships

Staff parties

CT Social Team activities

Job summary

Charles Tyrwhitt in London seeks a proactive CRM Executive to plan, build, and optimise automated CRM journeys across Email, Direct Mail and SMS throughout the customer lifecycle. You will work with cross-functional teams to deliver engaging, customer-first communications that are aligned with brand and commercial goals.

From briefing and workflow management to building, QA, scheduling, monitoring and performance analysis, you’ll take a hands-on role across the full automation lifecycle.

Qualifications

• Marketing Undergraduate degree or equivalent; ideally within retail with experience in Email, CRM or Marketing Automation.
• Excellent written English.
• Experience with customer data, segmentation or lifecycle marketing advantageous.

Responsibilities

• Own day-to-day execution and maintenance of automated CRM journeys, including briefing, QA, proofing, testing, scheduling and deployment.
• Support development and optimisation of automated journeys across lifecycle stages, including Nursery, Reactivation and other retention programmes.
• Execute Direct Mail campaigns end-to-end, including briefing, audience management, proofing, production and delivery.
• Monitor live automations and resolve issues to ensure journeys, triggers, audience selection and customer communications are working as intended.
• Work with CRM Managers and marketing teams to translate customer and commercial requirements into effective automated journeys and communications.
• Manage stakeholders across design, copy, buying & merchandising, web, data/analytics and senior marketing team members.
• Use customer behaviour, performance data, learnings and best practice to identify opportunities to improve journeys and develop new automation activity.
• Provide regular updates on automation, journey and Direct Mail performance to key stakeholders and present learnings and recommendations.
• Show initiative to problem-solve independently and escalate when needed to minimise impact on delivery.
• Support the creation of clear, insight-led briefs for new and existing automated journeys, ensuring communications are on-brand and customer-focused.

Skills

CRM marketing

Email marketing

Data segmentation

Education

Marketing degree or equivalent

Tools

Bloomreach

Asana

Job description

• Own the day-to-day execution and maintenance of automated CRM journeys, including briefing, building, QA/proofing, testing, scheduling and deployment, ensuring activity is delivered accurately and on time.
• Support the development and optimisation of automated customer journeys across key lifecycle stages, including Nursery, Reactivation and other retention programmes.
• Responsible for the execution of Direct Mail campaigns end-to-end, including briefing, audience management, proofing, production and delivery.
• Monitor live automations and proactively identify and resolve issues, ensuring journeys, triggers, audience selection and customer communications are working as intended.
• Work closely with CRM Managers and wider marketing teams to translate customer and commercial requirements into effective automated journeys and communications.
• Manage key stakeholders throughout the automation process, including design, copy, buying & merchandising, web, data/analytics and senior marketing team members.
• Use customer behaviour, performance data, previous learnings, competitor activity and best practice to identify opportunities to improve existing journeys and develop new automation activity.
• Provides regular updates on automation, journey and Direct Mail performance to be presented to key stakeholders. Presents learnings and recommendations and ensures insights are actioned to continuously improve the CRM programme and customer experience.
• Uses initiative to problem solve independently and quickly highlights issues, escalating where further support is needed to ensure the impact on the overall process and delivery of automated activity and Direct Mail is minimised.
• Supports the creation of clear, insight-led briefs for new and existing automated journeys, ensuring communications are commercially relevant, on-brand and customer-focused.

This is an exciting and varied role, which works with teams across the business to deliver best-in‑class email, Direct Mail, SMS and automated customer journey activity. You'll have the opportunity to make a tangible impact on how we communicate with customers throughout their lifecycle.

We're looking for a proactive and detail-oriented CRM Executive to join our Retention team within the Automations & Journeys team. You'll support the planning, build, execution and optimisation of automated CRM journeys across Email, Direct Mail and SMS, ensuring they're engaging, customer‑first, and aligned with both trade and brand goals. From briefing and workflow management to building, QA, scheduling, monitoring and performance analysis, you'll play a hands‑on role throughout the full automation lifecycle. With previous experience in Email or CRM marketing, you'll be ready to take more ownership and contribute ideas that drive continuous improvement. You'll help develop and maintain automated customer journeys, triggers and programmes, ensuring smooth, efficient processes and that activity is delivered on time and to a high standard. Strong communication, great organisation, and a collaborative mindset are essential, alongside a passion for retail and a sharp eye for relevant, engaging and commercially impactful marketing.

• Marketing (or relevant) Undergraduate degree - relevant experience ideally within retail, with experience in Email, CRM or Marketing Automation
• Excellent written English
• Experience of working with customer data, segmentation or lifecycle marketing would be advantageous

Behavioural Competencies:

• Exceptional attention to detail
• The ability to work both as part of a team and to take individual initiative
• Highly organised and able to prioritise and manage time effectively
Excellent communication skills and confident in managing a range of key stakeholders and working across departments
• Commercially driven with a strong creative flair
• Ability to think analytically and deliver concise, insightful reporting to support decision‑making
• Flexible and focused, comfortable with shifting priorities and time-sensitive tasks
• Proactive and solutions‑focused, with a willingness to investigate issues and continuously improve processes and customer journeys

Technical Skills:

• Experience building emails in an ESP (Bloomreach experience a strong advantage)
• Experience of building or managing automated customer journeys, triggers or lifecycle programmes
• Understanding of CRM fundamentals including segmentation, targeting, testing and performance measurement
• Knowledge of project management tools, such as Asana
• Comfortable working with data and using performance metrics to identify opportunities and troubleshoot issues

Once upon a shirt, Nicholas Charles Tyrwhitt Wheeler (whilst studying Geography at Bristol University - we might add) had the notion that he could make a better shirt at better value than anyone else in the world! He believed that all men; no matter their shape or size, where they may be in the world or indeed their budget; should be able to own a Jermyn Street quality shirt. A proper shirt. A CT shirt. That was over 3 decades ago and whilst Charles Tyrwhitt (it rhymes with spirit by the way) is still famous for proper shirts, these days we are about so much more than collars and cuffs. Our purpose is to "make it easy for men to dress well". We take care of a chap's entire wardrobe, providing stylish solutions for every occasion. We make sure he gets what he wants, when and how he wants it.

Benefits and Perks:

• Competitive salary and excellent bonus scheme
• An entrepreneurial environment where you'll be encouraged to try things and make changes to drive the business forward
• You'll have access to Staff Discount from your 1st day, not just at CT but also from The White Company!
• Our hybrid working policy means we work from the office 3-4 days per week (14 days onsite across a 4 week period, and Monday's are our set days in the office)
• We are proud to go about our business in the right way and partner with many charities and sustainability partners - 'giving something back' is an important part of our ethos
• At HQ we are serious about having fun. Our Christmas and summer parties are the stuff of legend and our CT Social Team ensure there is always something exciting to get involved in)