Senior CRM Executive

Lancashire (Hybrid - 3 days onsite per week) – Permanent About the Company

We're working with a leading UK luxury retailer specializing in jewelry, watches, and premium brand products. Established over 100 years ago as a family business, they now operate 80+ locations across the UK with a thriving e-commerce platform. They've seen significant growth and are particularly renowned for their exceptional customer experience and award-winning workplace culture.

We're looking for a Senior CRM Coordinator to join a small, focused CRM team (3 people total) and take ownership of driving multi-channel CRM strategy forward. This role is perfect for someone ready to step up from a Coordinator level and take real ownership of campaigns, priorities, and strategic initiatives - without the pressure of line management.

You'll be hands-on with email, SMS, and direct mail campaigns, but the real excitement is in building lifecycle automation and customer journeys from the ground up. This is a new area for the team, so you'll have genuine impact and the opportunity to shape how the business engages customers across their entire lifecycle.

• Drive CRM strategy across email, direct mail, and SMS channels, taking ownership of strategic initiatives and campaign roadmaps.
• Spearhead lifecycle and automation campaign development, building customer journeys from scratch including welcome series, win-back campaigns, re-engagement flows, and post-purchase journeys.
• Own end-to-end campaign delivery across all CRM channels, from initial concept and creative brief through to deployment, analysis, and optimization.
• Manage day-to-day BAU CRM operations, ensuring smooth delivery of weekly campaigns, promotional activity, and seasonal initiatives.
• Deep-dive into campaign performance data using Excel and analytics tools, providing actionable insights and recommendations to enhance engagement, retention, and revenue.
• Prioritize your own workload, set timelines, and support delegation across the wider team where needed.
• Work closely with creative, ecommerce, and retail teams to ensure CRM activity is aligned with wider business objectives.
• Stay on top of industry trends, best practices, and platform capabilities to keep campaigns fresh, effective, and compliant.

• Lifecycle and automation initiatives - this is a brand new area for the team, so you'll be building customer journeys and automated flows from the ground up.
• Data journey mapping - understanding customer behavior and mapping touchpoints to create personalized, relevant communications.
• Direct mail campaigns - owning the strategy, execution, and analysis of offline direct mail activity alongside digital channels.
• High-impact, visible work with real autonomy and opportunity to make your mark.

Minimum 2 years' experience in a CRM, email marketing, or digital marketing role with hands-on campaign management.

Strong campaign development skills - you've taken campaigns from initial concept through to delivery and reported on results.

Direct mail campaign experience - planning, executing, and analyzing offline campaigns.

Excel proficiency - comfortable manipulating data, building reports, and interpreting campaign performance metrics.

Campaign analysis and reporting experience - you can translate data into actionable insights and recommendations.

Experience using Email Service Providers (ESP) such as Bloomreach, Braze, Klaviyo, Salesforce Marketing Cloud, Dotdigital, or similar.

Ability to commute to the office location 3 days per week.

Retail or ecommerce sector background.

Bloomreach platform knowledge (or similar marketing automation platforms).

Someone who's ready to hit the ground running, take ownership, and drive the channel forward.

• Salary up to £33,000 + performance bonus.
• Hybrid working (3 days onsite, 2 days remote).
• 33 days holiday including bank holidays (pro rata).
• Contributory pension and life assurance.
• Outstanding colleague discounts extending to family and friends.
• Wellbeing scheme and employee support programs.
• Career progression opportunities in an award-winning workplace culture.

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