CRM Specialist

Farfetch; City Of London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading luxury fashion platform in London is seeking a CRM Specialist to develop and execute CRM communications. This role involves planning campaigns, analyzing performance, and driving customer engagement in a fast-paced environment. Ideal candidates will have experience with MoEngage and strong communication skills, contributing to retention and acquisition efforts.

Benefits

Employee Pension Scheme

Flexible Benefits Program

Health Insurance & Critical Illness cover

Flexible work environment (3 days a week in office, 2 days WFH)

Qualifications

• Comfortable in presenting to senior stakeholders.
• Able to work under pressure in a fast-paced environment.
• Desire to optimize and drive change in CRM function.

Responsibilities

• Plan and execute CRM campaigns.
• Segment communications based on audience data.
• Monitor and report on campaign performance.

Skills

Experience with MoEngage or similar email service provider

Data analysis and insight generation

Strong communication skills

Attention to detail

Proficiency in Microsoft Excel/Google Sheets

Tools

MoEngage

Monday.com

Data Analytics tools

Job description

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

MARKETING

We're a diverse team of Marketing professionals, spanning artistic and scientific expertise. We're driven to amaze our global community of customers through our data-driven approach, revolutionary spirit, test-and-learn culture and collaborative style.

LONDON

Our London office is located in Old Street, London's tech hub, and is home to a broad range of teams including Commercial, Marketing, and Creative. Our open plan space is ideal for collaborative working and sharing ideas. We also have a large outdoor terrace which is the perfect spot to have a team lunch or host events.

THE ROLE

We are looking for an outstanding CRM Specialist to focus on developing CRM communications at FARFETCH – planning and executing best-in‑class acquisition and retention programs, driving engagement, and delivering against commercial objectives.

The role will be ideal for someone who is looking for an opportunity in a fast‑paced environment and wants to make an immediate impact in a growing area of the business. You will be a strong communicator and passionate about all things digital, personalisation, and customer retention.

Reporting into the Interim Senior CRM Manager, you will also work closely with the wider marketing department and commercial teams to deliver CRM communications in line with the strategic direction.

WHAT YOU'LL DO

• Plan and execute CRM campaigns, including, but not limited to:
• Planning content for CRM marketing communications (email, push, in‑app messages) in line with commercial priorities across full price and promotional periods
• Briefing campaigns to stakeholders in online merchandising, creative, linguistics, and analytics teams using project management tools (Monday.com)
• Building campaigns and flows within our email service provider (MoEngage)

• Proofing and deploying campaigns in a timely fashion, to a high standard and with an exceptional degree of accuracy
• Working with data and analytics to segment communications to relevant audiences based on membership status, preferences, demographics, and other attributes
• Optimisation of campaigns through continuous test & learn activity including testing of subject lines, creative, frequency and data science models
• Monitoring and reporting on CRM campaign performance and trends
• Liaise with local teams to support regional priorities, as well as media monetisation teams to support advertising placements within CRM calendar
• Support the development of personalised and automated CRM campaigns, utilising the latest CRM technology to improve relevance. Leverage dynamic modularisation capabilities to increase the number of variants and level of personalisation within CRM campaigns
• Conduct regular analysis and reporting for CRM activity and make recommendations based on results. Carve out your own test & learn roadmap to drive continuous improvement
• Liaise with wider teams (Online Merchandising, Consumer Product (Comms, Recommendations), Data Analytics, Creative, Loyalty, Private Client) to launch new growth driving initiatives
• Work in a fast paced and reactive environment to drive CRM performance

WHO YOU ARE

• Experience working with MoEngage or similar tier 1 email service provider (Bloomreach, Braze, Responsys)
• Comfortable in presenting to senior stakeholders and using data and insight to explain decisions with excellent communication skills
• Confident manipulating performance data and turning it into actionable insights. Proficient using Microsoft Excel/Google Sheets
• Comfortable working under pressure, and able to work reactively based on changing business needs; someone with high energy
• Exceptionally well organised with strong attention to detail
• Desire to drive forward change and optimisations for a crucial, growing business function

REWARDS & BENEFITS

• Employee Pension Scheme
• Flexible Benefits Program
• Health Insurance & Critical Illness cover
• Flexible work environment (3 days a week in office, 2 days WFH)

EQUAL OPPORTUNITIES STATEMENT & SCAM DISCLAIMER

• EQUAL OPPORTUNITIES STATEMENT- Farfetch is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process.We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.
• SCAM DISCLAIMER- It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.