Luxury CRM & Loyalty Strategist

THE NET-A-PORTER GROUP LIMITED; Greater London; Hybrid; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Pension

Staff discounts

Private healthcare

Flexible working

Job summary

MR PORTER is seeking a CRM & Loyalty Executive to join the Customer Retention team. You will plan and deliver multi-channel CRM campaigns, driving customer engagement and retention while supporting the brand’s commercial performance.

Based in our Westfield office in Shepherd’s Bush, you will collaborate with creative and marketing teams to tailor messages to customer segments and measure impact with analytics tools. Hybrid working and generous benefits are offered.

Qualifications

• At least 2 years’ experience in a CRM or customer retention role, preferably luxury or fashion retail.
• Strong knowledge of email and push notification channels and CRM best practices.
• Experience using Google Analytics or Tableau, plus project management tools such as Trello.
• Excellent organisational skills, attention to detail, and ability to manage multiple priorities.
• Strong communication and stakeholder management, with ability to present insights across the business.
• Creative, proactive mindset with commercial awareness and love for luxury fashion.

Responsibilities

• Support the development and execution of MR PORTER’s customer retention strategy to drive engagement.
• Plan and deliver end‑to‑end campaigns across email, push notifications, SMS, direct mail and other CRM channels.
• Collaborate with creative, editorial and marketing teams to develop communications aligned with brand objectives.
• Identify relevant customer segments and tailor messaging based on behaviours and channel engagement.
• Own and manage the CRM calendar, ensuring alignment with wider brand activity.
• Monitor campaign performance and deliver regular reporting and insights to optimise future activity.

Skills

Email marketing

Push notifications

CRM strategy

Tools

Google Analytics

Tableau

Trello

Job description

MR PORTER is seeking a CRM & Loyalty Executive to join the Customer Retention team. You will plan and deliver multi-channel CRM campaigns, driving customer engagement and retention while supporting the brand’s commercial performance.

Based in our Westfield office in Shepherd’s Bush, you will collaborate with creative and marketing teams to tailor messages to customer segments and measure impact with analytics tools. Hybrid working and generous benefits are offered.