CRM Senior Executive

To support the delivery of the CRM Beneficiary strategy and roadmap by leading end-to-end campaign development, ideating and executing multi-channel lifecycle journeys, and continuously optimising performance through data-driven insights and testing. This role requires a mix of creativity, technical CRM knowledge, and strategic thinking to engage, retain, and grow our Beneficiary base.

Key Responsibilities:

• Support strategic CRM roadmap delivery by leading the planning and execution of multi-channel journeys (email, mobile push) for Beneficiaries.
• Own campaign ideation and execution:
  • Contribute ideas for new lifecycle journeys and improvements to existing ones
  • Write engaging and on-brand copy for campaigns
  • Brief and coordinate with creative teams
  • Build and segment audiences using Marigold Engage+ (Cheetah)
  • Implement and QA email and mobile push campaigns, working with HTML templates
• Create and manage A/B tests to optimise performance and inform future planning
• Regularly analyse and report on campaign performance using Power BI, drawing actionable insights to improve effectiveness and user engagement
• Collaborate closely with cross-functional teams including Legal, Trading, Brand, Analytics, and Product to ensure timely, compliant, and impactful campaigns
• Work closely with the Head of CRM to evolve lifecycle marketing initiatives in line with the overall CRM strategy
• Stay up to date with CRM best practices, tools, and trends to help drive innovation in our CRM approach

Essential Competencies / Skills:

• 3+ years of hands-on experience in CRM, lifecycle marketing, or related fields
• Proven experience in campaign planning and execution (email, mobile push)
• Excellent attention to detail and project management skills
• Strong copywriting and content creation skills in line with brand tone of voice
• Proficiency in Marigold Engage+ (Cheetah) or similar ESPs
• Basic HTML for email builds and a solid understanding of CRM technical foundations
• Experience in using Power BI and ESP reporting tools to optimise campaigns
• Creative thinker with a user-first mindset
• Fluent in English (spoken and written)

Desired Skills / Experience:

• Fluency in another European language (e.g., Spanish, German, Dutch, Italian)
• Experience in B2C or loyalty/lifecycle CRM programs
• Familiarity with experimentation methodologies (A/B testing, control groups)
• Understanding of customer segmentation and journey mapping
• Experience working in a fast-paced, matrixed organisation
• Passion for customer behaviour and retention