CRM Executive

The CRM Executive plays a key role in delivering engaging, data-driven, and visually compelling email marketing campaigns that boost customer engagement, conversion, and retention across multiple European markets.

In this role, you will manage the full lifecycle of CRM campaigns — from planning and building high-impact newsletter templates to analysing performance and identifying opportunities for optimisation. The ideal candidate brings a blend of creative flair, technical capability, and commercial awareness, with a strong understanding of how CRM influences revenue and customer loyalty.

Key Responsibilities:

Campaign Management:

• Plan, build, and deploy CRM campaigns (newsletters and automated journeys) aligned with trading calendars and business goals.
• Design, build, and optimise modular newsletter templates in collaboration with the Creative and Brand teams, ensuring design consistency, strong UX, and mobile optimisation.
• Ensure all campaigns meet best-practice standards for accessibility, responsiveness, and deliverability.
• Coordinate translations, creative assets, and approvals to deliver accurate, timely campaigns across multiple markets.

Segmentation & Targeting

• Manage audience segmentation using behavioural, engagement, and transactional data.
• Partner with BI and Data teams to refine targeting and identify high-value customer groups.
• Support A/B and multivariate testing to improve open rates, click-through rates, and conversion.

Performance & Reporting

• Monitor and report on key campaign KPIs versus last year and budget.
• Provide clear insights and actionable recommendations for continual optimisation.
• Contribute to monthly CRM performance reviews and testing roadmaps.

Cross-functional Collaboration

• Work closely with Trading and Product teams to align messaging and offers with commercial priorities.
• Collaborate with Creative and Brand teams to ensure all CRM outputs reflect the Smartbox tone of voice and visual identity.
  

Skills & Experience:

Essential:

• 3+ years’ experience in CRM, email marketing, or digital marketing (ideally within e-commerce).
• Proven experience designing and building email templates, with strong HTML and responsive design skills.
• Experience with CRM/ESP platforms (e.g., Cheetah Digital, Salesforce Marketing Cloud, Klaviyo).
• Strong understanding of CRM metrics, testing methodologies, and optimisation techniques.
• Excellent attention to detail, time management, and organisational skills.
• Comfortable working across multiple markets and languages to tight deadlines.
• Proficient in Excel and confident analysing performance data.

Desirable

• Experience developing modular or dynamic templates for multi-market campaigns.
• Familiarity with design tools (Figma, Adobe XD, Photoshop).
• Experience with A/B testing frameworks and advanced segmentation strategies.
• Additional European language (French, Italian, or Spanish).

Key Attributes

• Equally creative and analytical — confident both building templates and interpreting results.
• Detail-oriented, dependable, and proactive in problem-solving.
• Strong communicator and collaborative team player.
• Curious about emerging CRM technologies, AI-driven personalisation, and automation.
• Commercially minded with a focus on driving measurable impact.