London Office - CRM Executive

New Look; City Of London; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Staff discount 40%

Pension scheme

Virtual GP access

Life assurance

Extra leave on birthday

Cycle2Work scheme

Season ticket loan

Job summary

New Look is seeking a CRM Executive in London to drive best-in-class customer journeys and automation that grow our loyalty program and shopping activity across online, app and stores. You’ll own multi-channel campaigns, analytics, and loyalty communications while supporting strategic loyalty projects.

You’ll work in a fast-paced fashion retail environment with a focus on customer lifecycle marketing, collaboration, and delivering measurable results for revenue and engagement.

Qualifications

• 2+ years' experience in CRM or digital marketing.
• Exposure to loyalty programmes or retention strategy is a plus.
• Proficient with CRM platforms (Emarsys a plus).
• Highly organised with strong prioritisation skills.
• Proactive, driven, and able to work independently.
• Calm under pressure with a solutions-focused mindset.
• Strong team player and collaborative approach.
• Attention to detail in data and creative delivery.

Responsibilities

• Oversee multi-stage lifecycle campaigns across channels.
• Produce weekly reporting and analytics on customer base.
• Manage loyalty campaigns across email, push, and in-app messaging—briefing, audience selection, QA, testing and deployment.
• Support evolution of loyalty lifecycle journeys to build engagement and value.
• Use data, segmentation and analysis to optimise campaigns and experiences.
• Generate ideas for loyalty CRM testing and conversions.
• Assist with loyalty communications, including reminders and onboarding flows.
• Support CRM Manager with loyalty projects and seasonal initiatives.

Skills

CRM experience

Digital marketing

Organised

Independent

Attention to detail

Microsoft Office

Adobe Creative Suite

Tools

Emarsys

Job description

London Office - CRM Executive

2026-10-17T00:00:00

London

Greater London

GB

EC2V 8

Any

New Look

2026-11-17T10:00:28.873

We're the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK. By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.

THE ROLE:

As our CRM Executive, you'll be at the forefront of crafting best in class customer journeys and cutting-edge automation programs aimed at supercharging our customer database growth. Your mission? To ignite excitement, boost shopping frequency, and foster unwavering loyalty amongst our customer base, all while hitting revenue targets and driving traffic to our online platform, app, and retail stores.

WHAT YOU WILL BE DOING:

• Overseeing the delivery and optimisation of multi-stage lifecycle campaigns across various channels
• Conducting weekly reporting and analytics, and diving deep to understand our customer base inside out
• Juggling tasks with ease, flourishing in a fast-paced setting, with a keen interest in digital marketing and experience with an ESP
• Owning the set-up, build, and deployment of all Club New Look loyalty campaigns across email, push, and in-app messaging—from creative briefing to audience selection, QA, testing, and deployment
• Supporting the evolution of loyalty lifecycle journeys to build long-term engagement, value, and member advocacy
• Utilising programme insight, customer data, segmentation, and competitor analysis to optimise loyalty campaigns and member experiences
• Generating innovative ideas for loyalty CRM testing, supporting A/B and multivariate testing to improve engagement and conversion
• Briefing, building, amending, and maintaining all loyalty-related customer communications, including benefit reminders, reward nudges, and onboarding flows
• Assisting the CRM Manager with strategic loyalty projects, seasonal initiatives, and new feature launches within Club New Look

ABOUT YOU:

• 2+ years' experience in CRM or digital marketing, ideally with exposure to loyalty programmes, customer lifecycle marketing, or retention strategy
• Confident using CRM platforms (Emarsys experience is a plus)
• Highly organised with strong prioritisation skills
• Proactive, driven, and comfortable working independently
• Methodical, logical, and calm under pressure
• Positive, solutions-focused mindset
• Strong team player with a collaborative approach
• Thrives in a fast-paced and varied environment
• Excellent attention to detail in both data and creative delivery
• Strong computer literacy including Microsoft Suite; Adobe Creative Suite experience is a bonus

WHAT'S IN IT FOR YOU:

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discounts and offers
• Private pension scheme
• Virtual GP access for you and your children - it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity, and adoption leave, and shared parental leave
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

DIVERSITY & INCLUSION STATEMENT

We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We're proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours, and values. We prioritize development, offering training to support your progression so you can be your absolute best and achieve your goals. We pride ourselves on being a flexible employer, with colleagues working various patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.