CRM Specialist

Forward Role Recruitment; Greater London; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

Forward Role Recruitment is partnering with a global luxury fashion business to lead the CRM retention and lifecycle strategy from London. The role focuses on building personalised journeys using customer data to drive engagement, long-term value and revenue growth.

You will own segmentation, incentives and communications across email, push and in-app, collaborating with Commercial, Buying, Merchandising and Finance to align CRM with broader priorities. Hybrid work with 3 days onsite, 2 remote.

Qualifications

• Experience building CRM lifecycle programs in consumer, ecommerce or subscription businesses.
• Strong CRM automation, segmentation and behavioural targeting skills.
• Analytical and commercially minded; able to translate data into actions.
• Hands-on Klaviyo or similar CRM experience; build strategy from ground up.
• Cross-functional collaborator with understanding of subscription economics; luxury/off-price or startup exposure is a bonus.

Responsibilities

• Own CRM & lifecycle strategy across email, push and in-app, building journeys from onboarding to reactivation.
• Drive retention and membership growth, reduce churn, improve renewals and revenue per member.
• Lead personalization and segmentation using customer behaviour and data for relevant communications.
• Own CRM performance and analytics, including cohort analysis, LTV, retention KPIs and opportunities for growth.
• Work cross-functionally with Commercial, Buying, Merchandising and Finance to align CRM activity with business priorities.

Skills

CRM lifecycle

Automation

Segmentation

Behavioral targeting

Data-driven decisions

Cross-functional

Subscription economics

Tools

Klaviyo

Job description

CRM Specialist

Forward Role are partnering with a fast-growing, global luxury fashion business that is doing things very differently from a traditional retailer. Built around a unique membership model, the business gives customers access to luxury fashion through a highly selective, closed community.

£45k

Hybrid working (3 days onsite and 2 remote)

London

The business has grown exponentially over the last two years, with a growing global customer base and distribution centres across the US and Europe. It is now entering an exciting new phase, with further expansion planned and significant investment being made into the foundations needed to support the next stage of growth.

The business is part of a wider group that also includes a well-known British luxury fashion name, creating some really interesting opportunities across its customer bases and brands.

It's a lean, ambitious and highly collaborative business, where everyone is invested in making it succeed. Having grown organically to date, the company is now building out its teams and putting more structure and ownership in place as it scales.

About the Role:

Build and deliver the CRM retention and lifecycle strategy, using customer data to drive personalised journeys, engagement and long-term value. Working cross-functionally, you'll shape segmentation, incentives and communications as the strategy develops.

Responsibilities:

• Own CRM & lifecycle strategy across email, push and in-app, building journeys from onboarding to reactivation.
• Drive retention & membership growth, reducing churn, improving renewals and increasing revenue per member.
• Lead personalisation & segmentation, using customer behaviour and data to deliver relevant communications.
• Own CRM performance & analytics, including cohort analysis, LTV, retention KPIs and identifying opportunities for incremental growth.
• Work cross-functionally with Commercial, Buying, Merchandising and Finance to align CRM activity with wider business priorities.

What we're looking for:

• CRM/lifecycle experience within a consumer, ecommerce or subscription business.
• Strong technical CRM skills, including automation, segmentation and behavioural targeting.
• Analytical and commercially minded, able to turn data into clear actions and recommendations.
• Hands-on Klaviyo or similar CRM experience, with exposure to building a strategy from the ground up.
• Strong cross-functional collaborator, with an understanding of subscription economics; luxury/off-price or startup experience is a bonus.