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.
