CRM & Loyalty Executive @MR PORTER

THE NET-A-PORTER GROUP; Greater London; Hybrid; GBP 38,000 - 56,000; Full time

Benefits offered by this job

Pension contributions

Staff discounts

Staff sales

Private healthcare

Flexible working

Job summary

MR PORTER seeks a CRM & Loyalty Executive to join the Customer Retention team. Reporting to the CRM & Loyalty Manager, you will plan and deliver engaging CRM campaigns across multiple channels to drive customer engagement, retention and commercial performance.

Location: Westfield, Shepherd's Bush. Working hours: 37.5 per week (4 days in office). The role offers a pension, staff discounts, private healthcare and flexible working options.

Qualifications

• At least 2 years' experience in a CRM or customer retention role, ideally within luxury or fashion retail.
• Strong knowledge of email and push notification channels and CRM best practices.
• Experience using analytics and project management tools.

Responsibilities

• Support the development and execution of MR PORTER's customer retention strategy, driving engagement through targeted CRM communications.
• Plan and deliver end-to-end campaigns across email, push notifications, SMS, direct mail and other CRM channels.
• Collaborate with creative, editorial and marketing teams to develop engaging, customer-focused communications aligned with brand objectives.
• Identify relevant customer segments and tailor messaging based on customer behaviours and channel engagement.
• Own and manage the CRM calendar, ensuring alignment with wider MR PORTER brand and marketing activity.
• Monitor campaign performance, delivering regular reporting and actionable insights to optimise future activity.
• Support testing and optimisation initiatives across personalisation, creative and new channels, while building strong relationships with regional and wider business teams.

Skills

CRM strategy

Email marketing

Push notifications

Customer retention

Analytics

Project management

Stakeholder management

Luxury fashion

Tools

Google Analytics

Tableau

Trello

Job description

MR PORTER is the men's luxury style destination. Since 2011, it has offered customers a curated assortment of fashion, fine watches, grooming and lifestyle products from the world's most coveted designers. It delivers exceptional quality with private label, Mr P, and market-leading exclusive capsule collaborations with brand partners. MR PORTER creates unique experiences for its EIPs (Extremely Important People), with first access to products, a dedicated personal shopper and invitation-only benefits. Through content across all its platforms, it provides expert styling advice, immersive storytelling, and profiles inspiring men, places and products. Consciously Crafted, its responsible product curation, supports customers to shop with a focus on conscious consumerism. MR PORTER Health In Mind, its long-standing initiative in partnership with Movember, raises awareness of men's mental and physical health. MR PORTER is part of LuxExperience, the leading digital, multi‑brand luxury group.

We are now seeking a talented CRM & Loyalty Executive to join the Customer Retention team. Reporting into the CRM & Loyalty Manager, you will play a key role in planning and delivering engaging, customer‑focused CRM campaigns across multiple channels, driving customer engagement, retention and commercial performance. Some of the essentials for you to know are:

Location: Our Westfield office in Shepherd's Bush

Department: Customer Retention

Reporting into: CRM & Loyalty Manager

Working Hours: 37.5 hours per week (4 days in office)

Besides a competitive salary, we can offer you:

• A pension that both you and the company contribute to.
• A portal with an array of discounts on things like theme park and cinema tickets.
• Our famous staff discount along with exclusive staff sales.
• Private healthcare.
• Flexible working.

Here is a breakdown of what you'll be doing:

• Support the development and execution of MR PORTER's customer retention strategy, driving engagement through targeted CRM communications.
• Plan and deliver end-to-end campaigns across email, push notifications, SMS, direct mail and other CRM channels.
• Collaborate with creative, editorial and marketing teams to develop engaging, customer‑focused communications aligned with brand objectives.
• Identify relevant customer segments and tailor messaging based on customer behaviours, preferences and channel engagement.
• Own and manage the CRM calendar, ensuring alignment with wider MR PORTER brand and marketing activity.
• Monitor campaign performance, delivering regular reporting and actionable insights to optimise future activity.
• Support testing and optimisation initiatives across personalisation, creative and new channels, while building strong relationships with regional and wider business teams.

The type of person we are looking for:

• At least 2 years' experience in a similar CRM or customer retention role, ideally within luxury or fashion retail.
• Strong knowledge of email and push notification channels, with an understanding of CRM best practices and competitor activity.
• Experience using Google Analytics or Tableau, alongside project management tools such as Trello.
• Excellent organisational skills and attention to detail, with the ability to manage multiple priorities and meet tight deadlines.
• Strong communication and stakeholder management skills, with confidence presenting ideas and insights across the business.
• A creative, proactive mindset with strong commercial awareness and a passion for customer engagement and luxury fashion.
• A collaborative, adaptable and solutions‑focused approach, with the ability to work independently in a fast‑paced environment.

From the moment you join the LuxExperience Group we are committed to making your journey with us inspirational and evolutionary.

LuxExperience is an equal opportunities employer,

we encourage people with a diverse range of backgrounds to apply.

We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers.

We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.

If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.

Experience Level: Associate

Workplace Type: Hybrid