London Office - CRM Executive

Colonial Group; Greater London; On-site; GBP 30,000 - 42,000; Full time

Job summary

New Look is seeking a CRM Executive to lead loyalty campaigns across email, push, and in-app messaging—from brief to deployment. You will own lifecycle journeys, optimise campaigns using data insights, and contribute to testing to drive engagement and revenue.

You will collaborate with the CRM Manager, analyse performance, weekly reports, and support strategic loyalty initiatives. Ideally you have 2+ years in CRM or digital marketing and experience with loyalty programs.

Qualifications

• 2+ years in CRM or digital marketing, with loyalty programmes or retention focus
• Experience with CRM platforms (Emarsys is a plus)
• Strong organisation and prioritisation skills
• Independent, proactive and detail-oriented

Responsibilities

• Oversee delivery and optimisation of multi-stage lifecycle campaigns across channels
• Conduct weekly reporting and analytics to understand customer base
• Build and maintain loyalty communications from briefs to deployment
• Support evolution of loyalty journeys and strategic loyalty projects

Skills

CRM platforms

Email marketing

Data analysis

Loyalty programmes

A/B testing

Audience segmentation

Tools

Emarsys

Microsoft Office

Adobe Creative Suite

Job description

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

Key responsibilities will include 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.

We're looking for someone who can juggle tasks with ease, flourishes in a fast-paced setting, and has a genuine interest in digital marketing, along with previous experience working with an ESP.

• Own 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.
• Support the evolution of loyalty lifecycle journeys, ensuring communications build long-term engagement, value and member advocacy.
• Utilise programme insight, customer data, segmentation and competitor analysis to optimise loyalty campaigns and member experiences.
• Generate new, innovative ideas for loyalty CRM testing—supporting A/B and multivariate testing to continually improve engagement and conversion.
• Brief, build, amend and maintain all loyalty-related customer communications, including benefit reminders, reward nudges and onboarding flows.
• Assist 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.