CRM Lead

Cass Art; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Cass Art is seeking a CRM Automation Lead on a temporary 6-month basis. You will identify, design, and implement automation strategies to boost customer engagement, retention and commercial performance.

You’ll own automated journeys, monitor performance and collaborate with retail, e-commerce and marketing teams to translate business needs into CRM activity. The role requires a self-starter who can spot opportunities, turn ideas into action, and work across teams to deliver tangible results

Qualifications

• Proven experience in building automations and triggers.
• Strong email design sense, messaging hierarchy, basic HTML and copywriting.
• Experience with personalised content and evergreen content.
• Knowledge of omnichannel customer experience across store, online, email, SMS, and direct mail.
• Ability to manage projects and liaise across teams.
• High attention to detail in CRM campaigns and data.
• Experience with Ometria or similar platforms (Bloomreach, Klaviyo).
• Familiarity with loyalty/reward programmes, customer profiling and segmentation.
• Comfort using Basecamp or Trello for project tracking.
• Experience working in a retail business.

Responsibilities

• Identify, build and optimise automated journeys and triggers across the customer lifecycle.
• Monitor automation performance and identify opportunities for improvement.
• Support the Chief Commercial Officer in developing a new membership welcome journey.
• Build and schedule emails during peak trading and ad hoc periods.
• Share platform knowledge across CRM team and document it for reference.
• Collaborate with retail, e-commerce and marketing teams to translate business needs into CRM activity.
• Provide regular updates to all stakeholders.

Skills

Automation

Email design

Personalisation

Omnichannel experience

Project management

Attention to detail

Ometria

Loyalty programs

Basecamp

Retail experience

Tools

Ometria

Bloomreach

Klaviyo

Basecamp

Trello

Job description

We have an opportunity for a CRM Automation Lead to join our team on a temporary 6 month basis. Working closely with the wider CRM team, you will identify, design, and implement automation strategies that drive customer engagement, retention, and commercial performance. This role requires a self-starter who is comfortable taking ownership, spotting opportunities independently and turning ideas into action.

Temporary for 6 months.

Key Accountabilities & Responsibilities(include but are not limited to)

• Identify, build and optimise automated journeys and triggers across the customer lifecycle
• Monitor automation performance and identify opportunities
• Support the CCO in developing a new membership welcome journey and the lifecycle around it
• Build and schedule email during peak trading and ad hoc periods
• Share platform knowledge across the CRM team so expertise is documented
• Work with retail, e-commerce and marketing teams to turn business needs into CRM activity
• Provide regular update to all stakeholders

Desired Knowledge Skills & Experience

• Proven experience building automations and triggers
• Good knowledge of email design, messaging hierarchy, basic HTML and copywriting
• Experience with personalisation (evergreen content, site crops)
• Knowledge of omnichannel customer experience across store, e-commerce, email, SMS and direct mail
• Project management experince and the ability to liaise across teams
• High attention to detail
• Experience using Ometria, or a similar platform such as Bloomreach or Klaviyo
• Knowledge of loyalty and reward programmes, customer profiling and persona segmentation
• Familiarity with organisational tools such as Basecamp or Trello
• Experience in working in a retail business