CRM Executive

Charles Tyrwhitt; Greater London; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Staff Discount

Hybrid work policy

Bonus scheme

Job summary

Charles Tyrwhitt is seeking a proactive CRM Executive to join the Retention team within Automations & Journeys. You’ll plan, build and optimise automated journeys across Email, Direct Mail and SMS, briefing, QA, scheduling and performance analysis to improve customer lifecycle outcomes.

You’ll work with CRM Managers and cross-functional teams to translate customer data into compelling communications, monitor live journeys and drive improvements in a fast-paced retail environment.

Qualifications

• 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

Responsibilities

• Own day-to-day execution and maintenance of automated CRM journeys from briefing to deployment
• Develop and optimise automated journeys across lifecycle stages
• Execute Direct Mail campaigns end-to-end
• Monitor live automations and resolve issues
• Collaborate with CRM Managers and marketing teams to translate requirements into journeys
• Manage stakeholders across design, copy, buying & merchandising, web and data analytics teams
• Identify opportunities to improve journeys using data and external learnings
• Provide updates on automation performance to stakeholders with actionable insights
• Proactively solve problems and escalate when needed
• Create clear briefs for new journeys with on-brand communications

Skills

Email

CRM

Marketing Automation

Stakeholder management

Data segmentation

English proficiency

Education

Marketing Undergraduate degree

Tools

Bloomreach

Asana

Job description

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.

Key responsibilities:

• 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.

Experience Required:

• 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

What You Can Expect From Us

• 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)

Who We Are

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.

‘I am Proud and Free to be me!’

When it comes to our people, we really do “Give a shirt”.

Tyrwhitteers (our people) are a diverse, passionate and entrepreneurial bunch. We enjoy a fun, engaging and rewarding culture, where everyone is empowered by our 3 BE-lieves which are; “BE the BOSS”, “BE the CUSTOMER” and “BE the BEST”.

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