CRM & Loyalty Executive

NET-A-PORTER is the leading luxury fashion destination for women. The first digital platform of its kind, NET-A-PORTER has revolutionised the way women shop, delivering fashion, fine jewellery & watches and lifestyle collections to the world's most discerning women.

Today, NET-A-PORTER continues to define the future of luxury e-commerce through discovery, inspiration, exceptional curation, outstanding customer experience and engaging storytelling. NET-A-PORTER creates exclusive, personalized experiences for its EIPs (Extremely Important People), with dedicated Personal Shoppers and invitation-only moments. PORTER, the editorial voice of NET-A-PORTER, entertains and inspires women through daily content, sharing the stories of incredible women across the globe.

NET-A-PORTER is part of Lux Experience, the leading digital, multi-brand luxury group.

Our CRM & Loyalty division is now seeking a talented CRM & Loyalty Executive to join the Customer Retention & CRM team. Reporting into the CRM & Loyalty Manager, you will support the planning, execution and optimisation of CRM campaigns across email, push and SMS, delivering engaging, personalised and commercially effective communications that drive customer engagement, retention and revenue. Some of the essentials for you to know are:

Location:

Our Westfield Shepherd's Bush office in London

Department:
Customer Retention & CRM Team (Marketing)

Team Size: 7 (Approx.)

Reporting into: CRM & Loyalty Manager

Hours:

37.5 hours per week (4 days in office, 1 at home)

Besides a competitive salary, we can offer you:

• A pension that both you and the company contribute to.
• A portal with an array of discounts on things like theme park and cinema tickets.
• Our famous staff discount along with exclusive staff sales.
• Private healthcare.
• Flexible working.

Here's a breakdown of what you'll be doing:

• Support the CRM & Loyalty Manager with campaign planning and execution, collaborating with cross-functional teams to deliver campaigns aligned with key retail moments, customer engagement objectives and revenue KPIs.
• Deliver end-to-end email, push and SMS campaigns, from briefing and creative development through to audience targeting, quality assurance and deployment, ensuring all communications launch on time and meet NET-A-PORTER's high standards.
• Regularly analyze CRM campaign performance against benchmarks, targets and historical trends, identifying key insights, learnings and optimization opportunities to inform future campaign planning and drive continuous improvement.
• Support the delivery of CRM automation and loyalty projects, including maintaining automated customer journeys, coordinating campaign assets and ensuring communications remain relevant and engaging throughout the customer lifecycle.
• Contribute to the development of the CRM roadmap by identifying A/B testing opportunities and evolving CRM strategies based on customer insights, campaign performance and commercial priorities.
• Build strong relationships with cross-functional teams, including Creative Production, Fashion, Brand Partnerships, Site Trading and Editorial, to deliver compelling, customer‑centric CRM communications that reflect the NET-A-PORTER brand.
• Proactively identify and resolve process inefficiencies, implementing improvements to streamline CRM campaign creation, deployment and reporting.

The type of person we are looking for:

• 1-2 years' experience in a similar CRM or Direct Marketing role, ideally within a fast‑paced environment.
• Experience working with data and analytics platforms, such as Tableau, GA4 and Braze, would be advantageous.
• Good working knowledge of Excel and PowerPoint, with the ability to analyze campaign performance and translate data into actionable insights.
• A proactive and commercially…