Senior eCommerce CRM Executive

Role Purpose.

Reporting to the Head of E-Commerce, the Senior eCommerce CRM Executive will lead the growth and performance of the company's eCommerce and CRM channels. This role combines strategic thinking, using  data-driven insights to optimise performance, execute trading and marketing initiatives, and support the achievement of key commercial objectives

What You’ll Do

Lead and Manage eCommerce:

• Develop and implement a plan for international growth aligned with company goals.
• Own and manage customer experience, including design, content, collections, navigation, branding/marketing, performance, and functionality.
• Analyse data across all eCommerce facets to drive trading performance.
• Plan and manage eCommerce trading activities, including the development and execution of launch critical paths, content uploads, and new product launches.
• Collaborate with the Marketing team on growth strategies, promotional calendars, and campaigns. Leading relationship with any web development or software partners.

Strategy and Planning:

• Support the Head of eCommerce in delivering the trading calendar and driving site optimisation to improve conversion, AOV, and customer experience.
• Deliver a best-in-class customer experience by engaging product and collection pages.
• Execute marketing activations and customer acquisition initiatives, including new channels such as SMS
• Support site P&L forecasting and analyse SKU, range, and conversion performance to optimise trading.

CRM:

Build and Execute Email Marketing:

• Develop an email marketing and PN calendar for revenue, click-through, and conversion.
• Support the development and execution of a loyalty program.
• Build and maintain the email automation program for targeted and personalised emails.
• Manage BAU email campaigns and execute A/B testing to optimise engagement, conversion, and campaign performance.
• Lead the relationship with the ESP and referral and rewards program partner.
• Drive initiatives to acquire new signups and improve retention and engagement rates in collaboration with performance and brand marketing teams.
• Collaborate with designers and copy writers in the creation and send of all email marketing communications.

Report and Analysis:

• Own end-to-end email, PN, and SMS planning and execution.
• Develop targeted segmentation strategies, monitor email performance and deliverability, and provide regular campaign reporting and insights to key stakeholders.

Team Collaboration:

• Collaborate with digital marketing and cross-functional teams to deliver integrated campaigns, brand initiatives, and new product launches.
• Support the Senior Digital Manager by mentoring junior team members and driving sustainable growth across key KPIs, including revenue, margin, conversion, AOV, and new vs. returning customers (NC vs. RC).

Skills and Qualifications

• 4 years plus experience in a DTC (Direct-to-Consumer) environment.
• Strong experience with Klaviyo and Shopify preferred.
• Campaign management, customer segmentation, personalisation, lifecycle marketing, data analysis and reporting, audience/segment creation, and email calendar management.
• Experience in eCommerce is preferred; however, candidates from any industry will be considered if they have strong CRM and lifecycle marketing experience.
• Degree in Business, Marketing, or a related field preferred.