CRM & Loyalty Executive @Net-A-Porter

NET-A-PORTER; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Pension

Staff discounts

Private healthcare

Flexible working

Job summary

NET-A-PORTER is seeking a CRM & Loyalty Executive to join the Customer Retention & CRM team in London, with our Westfield Shepherd's Bush office.

You will support planning, execution and optimisation of CRM campaigns across email, push and SMS, delivering personalised communications that engage customers and drive revenue.

Hours are 37.5 per week (4 days in office, 1 at home). The role offers a pension, staff discounts, private healthcare and flexible working.

Qualifications

• Experience planning and executing CRM campaigns across channels.
• Ability to analyse campaign performance and extract insights.
• Familiarity with CRM tools (Braze) and data platforms (Tableau/GA4).
• Strong attention to detail and project management skills.
• Knowledge of GDPR and data privacy in marketing.

Responsibilities

• Support planning and execution of CRM campaigns across email, push and SMS.
• Collaborate with cross-functional teams to align campaigns with retail moments.
• Analyse performance against benchmarks and inform future planning.
• Maintain automated customer journeys and loyalty communications.
• Identify A/B testing opportunities and contribute to CRM roadmap.
• Build strong relationships with Creative, Fashion, Brand Partnerships and Editorial.

Skills

CRM campaign planning

Cross-functional collaboration

Analytical thinking

Attention to detail

Time management

Communication

Tools

Tableau

GA4

Braze

Excel

PowerPoint

Job description

NET-A-PORTER is the leading luxury fashion destination for women. The first digital platform of its kind, NET-A-PORTER has revolutionised the way women shop, delivering fashion, fine jewellery & watches and lifestyle collections to the world's most discerning women.

Today, NET-A-PORTER continues to define the future of luxury e-commerce through discovery, inspiration, exceptional curation, outstanding customer experience and engaging storytelling. NET-A-PORTER creates exclusive, personalized experiences for its EIPs (Extremely Important People), with dedicated Personal Shoppers and invitation-only moments. PORTER, the editorial voice of NET-A-PORTER, entertains and inspires women through daily content, sharing the stories of incredible women across the globe.

NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.

Our CRM & Loyalty division is now seeking a talented CRM & Loyalty Executive to join the Customer Retention & CRM team. Reporting into the CRM & Loyalty Manager, you will support the planning, execution and optimisation of CRM campaigns across email, push and SMS, delivering engaging, personalised and commercially effective communications that drive customer engagement, retention and revenue. Some of the essentials for you to know are:

Location: Our Westfield Shepherd's Bush office in London

Department: Customer Retention & CRM Team (Marketing)

Team Size: 7 (Approx.)

Reporting into: CRM & Loyalty Manager

Hours: 37.5 hours per week (4 days in office, 1 at home)

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's a breakdown of what you'll be doing:

• Support the CRM & Loyalty Manager with campaign planning and execution, collaborating with cross-functional teams to deliver campaigns aligned with key retail moments, customer engagement objectives and revenue KPIs.
• Deliver end-to-end email, push and SMS campaigns, from briefing and creative development through to audience targeting, quality assurance and deployment, ensuring all communications launch on time and meet NET-A-PORTER's high standards.
• Regularly analyze CRM campaign performance against benchmarks, targets and historical trends, identifying key insights, learnings and optimization opportunities to inform future campaign planning and drive continuous improvement.
• Support the delivery of CRM automation and loyalty projects, including maintaining automated customer journeys, coordinating campaign assets and ensuring communications remain relevant and engaging throughout the customer lifecycle.
• Contribute to the development of the CRM roadmap by identifying A/B testing opportunities and evolving CRM strategies based on customer insights, campaign performance and commercial priorities.
• Build strong relationships with cross-functional teams, including Creative Production, Fashion, Brand Partnerships, Site Trading and Editorial, to deliver compelling, customer‑centric CRM communications that reflect the NET-A-PORTER brand.
• Proactively identify and resolve process inefficiencies, implementing improvements to streamline CRM campaign creation, deployment and reporting.

The type of person we are looking for:

• 1-2 years' experience in a similar CRM or Direct Marketing role, ideally within a fast‑paced environment.
• Experience working with data and analytics platforms, such as Tableau, GA4 and Braze, would be advantageous.
• Good working knowledge of Excel and PowerPoint, with the ability to analyze campaign performance and translate data into actionable insights.
• A proactive and commercially minded approach, with the confidence to take initiative, contribute ideas and identify opportunities to improve CRM activity and processes.
• Excellent organizational skills and attention to detail, with the ability to manage multiple campaigns, priorities and deadlines effectively.
• Strong communication and relationship‑building skills, with the ability to work independently and collaboratively, remaining calm when faced with issues or conflicting priorities.
• A flexible attitude and ability to thrive in a fast‑paced, reactive environment. Knowledge of GDPR is essential, while experience in luxury or fashion retail would be advantageous but is not essential.

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: AssociateWorkplace Type: Hybrid