CRM Specialist

LOUNGE; Metropolitan Borough of Solihull; On-site; GBP 60,000 - 80,000; Full time

Job summary

A rapidly growing fashion brand in Solihull is searching for a CRM Specialist to enhance its customer journey strategies through automation and personalisation. This role involves optimising email and SMS campaigns while collaborating with various teams to ensure effective communication strategies. Successful candidates will possess strong analytical skills and hands-on experience with CRM platforms, contributing to the brand's focus on delivering exceptional customer experiences. The position supports hybrid work, with 4 days in-office each week.

Qualifications

• Hands-on experience with CRM/Marketing Automation platforms is essential.
• Proven experience building and managing email and SMS automations is a must.
• Strong analytical skills with tools like Google Analytics and CRM reporting dashboards.

Responsibilities

• Setup, execute, and optimise automated customer journeys and lifecycle campaigns.
• Optimise and refine multi-channel automation flows.
• Implement customer segmentation using lifecycle marketing.

Skills

Hands-on experience with CRM/Marketing Automation platforms

Proven experience building and managing email and SMS automations end-to-end

Strong analytical skills

Problem-solving skills

Knowledge of HTML/CSS for email templates

Tools

Google Analytics

Excel/Google Sheets

Job description

Role: CRM Specialist

Location: Solihull

The Lounge team is growing.

We’re on the lookout for a CRM Specialist to join our rapidly growing team at Lounge.

As part of our CRM team, you’ll be a key player in driving sophisticated customer journeys through automation, personalisation, and platform excellence. You’ll focus on building high-performing automations and lifecycle campaigns across email and SMS, helping us elevate the customer experience across every touchpoint.

If you’re passionate about CRM, obsessed with customer data, and have hands‑on experience with marketing automation platforms, this could be the perfect role for you.

What you’ll do at Lounge:

• Own the setup, execution, and optimisation of automated customer journeys and lifecycle campaigns.
• Optimise and refine multi‑channel automation flows to drive engagement, retention, and conversion.
• Responsible for implementing customer segmentation using lifecycle marketing, RFM Modeling and personalisation tactics.
• Collaborate with the wider CRM and Brand teams to translate campaign objectives into effective automated workflows and messaging strategies.
• Develop segmentation strategies to deliver personalised communications at scale.
• Analyse campaign performance and user behaviour to iterate and improve automations based on data and testing.
• Partner with design, content, and data teams to ensure creative and messaging within automations are on‑brand, localised, and tailored.
• Build and manage the testing roadmap.
• Own the rollout of localisation strategies
• Support wider CRM strategy with insight‑driven decision‑making and reporting on automation KPIs.
• Maintain high QA standards across all automations, ensuring customer journeys function flawlessly.

What we’re looking for:

• Hands‑on experience with CRM/Marketing Automation platforms. Bloomreach experience is a strong bonus.
• Proven experience building and managing email and SMS automations end‑to‑end.
• A natural problem solver who thrives in a data‑driven environment.
• Strong analytical skills and experience using tools like Google Analytics, Excel/Google Sheets, and CRM reporting dashboards.
• A strong eye for process optimisation and detail.
• Knowledge of HTML/CSS for email templates or experience with dynamic content and product feeds.
• Experience managing automated journeys across multiple markets, including exposure to translated or localised content.
• Here at Lounge, we value collaboration so you must be able to work from the office 4 days out of 5. Our HQ is based in Solihull, Birmingham.

Who we’re looking for:

We value passion, curiosity, and a proactive mindset. Whether you’re already well‑versed in Bloomreach or looking to build on your CRM automation expertise in a fast‑growing, customer‑obsessed fashion brand… we want to hear from you.