CRM Executive

About us

DeMellier is a London-based brand that was founded with the vision of doing things differently: to design handbags that would make women feel empowered, made ethically and sustainably, while giving back to those who need it most. These principles guide everything we do. All our pieces are crafted ethically in Europe using the finest sustainably sourced materials. We champion equality, and for every piece sold, we fund vaccines and medical treatments aimed at saving the life of a child in need.

So far, through our permanent charity initiative, 'A Bag, A Life', in partnership with SOS Children's Villages, we have funded over 2.5 million vaccines. Join us and be part of an award-winning, purpose-driven brand that fosters creativity, collaboration, and meaningful impact within the luxury industry.

As DeMellier's CRM Executive, you will be responsible for the day-to-day execution and optimisation of our broadcast and automated CRM activity, working closely with the Senior CRM & Omnichannel Clienteling Manager to bring the wider CRM and customer retention strategy to life.

You will play a key role in ensuring CRM activity is delivered accurately, efficiently and in line with the wider marketing and commercial calendar. You will also support customer segmentation, lifecycle activity, retention initiatives and CRM reporting, helping the business better understand and engage its customers across digital and retail touchpoints.

You will be a key champion of the customer within the business, helping ensure CRM activity is relevant, accurate and informed by customer behaviour and insight.

Support the Senior CRM & Omnichannel Clienteling Manager in implementing the CRM strategy through the execution of agreed segmentation, lifecycle and customer journey initiatives.

Support and execute the day-to-day CRM campaign schedule, ensuring all campaigns are planned, built, tested and delivered in accordance with the marketing calendar.

Plan CRM activity 1-2 months in advance, working closely with relevant teams to ensure email and SMS content aligns with wider marketing, trading and product priorities.

Support ongoing testing across creative, messaging, send strategy, segmentation and personalisation, ensuring test objectives and results are clearly documented and communicated.

Support the day-to-day administration of Klaviyo and other CRM platforms, ensuring campaigns, templates, audiences and automations are maintained effectively.

Own the day-to-day management and optimisation of automated flows and triggered communications, proactively identifying opportunities for testing and improvement.

Work collaboratively with Creative, Digital, Trading, Brand Marketing, E-commerce and Customer Services to ensure CRM campaigns are delivered accurately and on time.

Consistently follow the CRM QA process across campaigns, flows, segmentation and reporting, ensuring customer-facing activity and data are accurate before deployment or circulation.

Proactively identify and elevate campaign, data, resource or delivery risks to the Senior CRM & Omnichannel Clienteling Manager, raising blockers early and recommending appropriate solutions.

Support the Senior CRM Manager & Head of Brand with our retention programme (Loyalty) as we continuously evolve.

Use customer data and agreed CRM insights to support the execution of targeted retention, reactivation and loyalty activity.

Support loyalty activity through campaign delivery, segmentation, reporting and operational implementation.

Support the execution of agreed customer lifecycle initiatives designed to increase repeat purchase, engagement and retention.

Support the Head of Brand to deliver customer research, collate the outcome and share them with the wider team in monthly meetings

Work with the Senior CRM & Omnichannel Clienteling Manager and relevant teams to implement automated customer surveys and support the ongoing analysis of results.

Collate customer insight and research findings into clear, easy-to-understand outputs for the wider business.

Support the translation of customer insight into practical CRM activity, including segmentation, personalisation and lifecycle communications.

Support the Senior CRM Manager with customer and CRM analysis, identifying key patterns, trends and anomalies in customer behaviour and campaign performance.

Produce accurate weekly, monthly and quarterly CRM reporting,…