Senior CRM Executive, New Look
Maternity Cover
Salary not provided
Google Analytics
Emarsys
Mid and Senior level
London
1-3 days a week in office (Central London)
Global fashion retailer
Be an early applicant
Global fashion retailer
1001+ employees
B2CRetailB2BFashion
Be an early applicant
Salary not provided
Google Analytics
Emarsys
Mid and Senior level
London
1-3 days a week in office (Central London)
1001+ employees
B2CRetailB2BFashion
Company mission
Our aim is to uplift our customers, colleagues and suppliers while striving to make kinder choices for our people and planet.
Role
Who you are
- Minimum 4+ years’ experience in CRM roles with proven expertise in strategic planning and campaign execution
- Demonstrated experience in developing and executing CRM strategies, and promotional strategies aligned with business objectives
- Strong ability to identify segmentation opportunities and personalise communications effectively
- Proficient with CRM platforms such as Emarsys (preferred) and tools like Kick Dynamics
- Skilled in using data analytics tools (Google Analytics, Omniture) to drive CRM optimisation
- Excellent communication skills, comfortable influencing senior stakeholders and cross-functional teams
- Strong organisational skills with the ability to manage competing priorities in a fast-paced environment
- Champions customer needs by developing data-driven CRM strategies that are personalised, relevant, and aligned with business goals
- Builds strong cross-functional relationships while upholding high standards of integrity, transparency, and responsible data use
- Drives continuous improvement through testing, creativity, and agility—delivering measurable outcomes in a fast-paced, evolving environment
What the job involves
- As the CRM Senior Marketing Exec, you will play a pivotal role in strategically planning, developing and executing cross channel CRM campaigns that align tightly with the overarching CRM strategy and broader business objectives
- You will lead the end-to-end CRM planning process, ensuring campaigns are designed to drive personalised engagement and innovation through data-led insights
- In this role, you will take ownership of planning & innovating through robust testing and optimisation and ensuring the CRM acquisition and brand strategies deliver maximum impact and efficiency
- You will collaborate across departments to maintain alignment with business priorities, delivering seamless, customer-centric experiences across all CRM touchpoints
- You will also be responsible for managing and developing two marketing executives, embedding best practices in CRM planning and execution within the team
- The New Look CRM Senior Executive will be responsible for:
- CRM Strategic Planning & Alignment:
- Lead the strategic planning of CRM campaigns and initiatives to ensure full alignment with the broader CRM strategy and business goals
- Develop and maintain a CRM roadmap, outlining key campaigns, testing plans, and optimisation initiatives aligned to customer lifecycle stages and business priorities
- Continuously evaluate the effectiveness of CRM strategies, using data insights to recommend and implement refinements that improve customer engagement and commercial outcomes
- Campaign Management
- Oversee the planning and execution of targeted email campaigns, push notifications, and SMS messaging, ensuring alignment with the CRM strategy and business objectives
- Ensure all campaigns are personalised and segmented appropriately, leveraging customer data and lifecycle insights to maximise relevance and impact
- Innovative testing & Optimisation:
- Own the development and delivery of a robust testing and optimisation framework within the CRM strategy
- Generate innovative test hypotheses and use data-driven insights to optimise campaign performance
- Data- driven insight:
- Utilise customer data, insights and competitor analysis to inform campaign strategies and decision making
- Monitor CRM performance metrics closely and provide timely, actionable insights to senior stakeholders to support decision-making
- Collaboration & Stakeholder Management:
- Collaborate closely with cross functional teams including trade, ecommerce, performance marketing, brand, social, creative & design and external agencies to identify opportunities and maximise campaign impact
- Reporting and Analysis:
- Own and manage the reporting process for the team. Ensuring timely and accurate delivery of performance insights to CRM manager and wider stakeholder groups. Proactively identify opportunities for improvement and drive actionable recommendations
- Customer Experience Optimisation:
- Ensure a seamless and consistent customer experience across communication channels including email, push, SMS. Ensure onward customer journeys web, retail, app align to campaign/ customer objectives
- Platform Expertise:
- Serve as a subject matter expert in CRM tools and platforms including but not limited to Emarsys, Odicci, Adobe, Kick Dynamics. Provide training and guidance to the team on CRM tools and best practise
- Team Management:
- Lead and mentor two CRM Executives, fostering a culture of strategic thinking, innovation, and continuous improvement
- We pride ourselves on being a flexible employer, our colleagues work a range of patterns
Application process
- Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process
Salary benchmarks
Our take
New Look, a well-known UK fashion retailer with over 380 stores, has been a staple of the British retail scene since the late 1960s. Though it has faced challenges in the competitive retail landscape, including entering and exiting international markets, the company has steadily evolved its business model.
Though still shedding its "fast fashion" label, New Look's recent changes signal a more focused direction. With the company reducing its UK store footprint and withdrawing from international markets to concentrate on sustainability and digital growth.
In line with these efforts, New Look has partnered with blockchain traceability startup TrusTrace to enhance transparency in its supply chain. The collaboration supports the company's ambitious sustainability targets, including a 46% reduction in carbon emissions by 2031 and achieving Net Zero by 2040.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Company benefits
- 40% staff discount plus friends & family discounts throughout the year
- Access to our reward platform for external discount and offers
- Private pension scheme
- Profit related bonus scheme
- Company Car allowance - you can use it to buy, lease or fund your current vehicle or take as cash benefit (Manager level and above)
- AXA Private Medical Scheme
- Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
- All employees are covered by our life assurance policy from day one
- Unlock extra leave with our buy more holiday scheme
- Celebrate YOU! Enjoy an extra paid day off on your birthday each year
- Enhanced maternity, paternity and adoption leave, and shared parental leave
- Spread the cost of your commute with interest-free season ticket loans
- Do your bit for the environment and save money with our Cycle2Work scheme
- We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust
Company values
- It Starts With Me - We take accountability for and ownership of everything we do. We're curious and ask the right questions. We're clear about our own purpose, we take time to invest in our personal growth and wellness, and we encourage others to do the same
- Play To Win - We're clear on what we stand for and what we need to achieve. We make informed, fair decisions and celebrate and reward success. We constantly raise the bar and are empowered to be brave and bold in everything we do
- We Are One - Success comes from the collective energy and contribution of all our colleagues. We develop effective relationships, showing compassion and respect for each other. We care about each other and our communities and celebrate diversity
- Customer Obsessed - We know who our customers are. We're here to listen and see things from their point of view. With every project we work on, and every customer we interact with, we surpass their expectations, and always make them feel seen
Company HQ
Shadwell, London, UK
Articles
Leadership
Helen Connolly
(CEO)Helen was appointed to the Board of Directors in January 2022 when she became CEO. Previously CEO at Bonmarche, and senior roles at George at Asda, Dorothy Perkins and Next.
Diversity, Equity & Inclusion at New Look
- We have six clear inclusion ambitions: - Drive a culture of inclusivity through learning & sharing - Give our colleagues a stronger voice - Represent the customers we serve - Enable people access to the world of work and opportunities to progress & thrive - Ensure that wellbeing is intrinsic within our ED&I strategy by giving our people the tools to look after their own wellbeing, to stay healthy, happy and have a good work-life balance - ED&I is always on and underpins our purpose to #inspirethatnewlookfeeling
- Our mission as an accessible and inclusive Employer of Choice is further emphasised by transparent policies, leadership development, recruitment strategies, and flexible working models focused on colleague engagement and wellbeing.
- We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values. We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.
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