The Purpose

The CRM Executive plays a key role in driving client engagement and commercial performance through the planning, execution, and optimisation of CRM activity.

This role combines campaign delivery, client journey execution, and data-driven insight generation to enhance client experience, improve retention, and support revenue growth.

Working cross-functionally with marketing, retail, and data teams, the CRM Executive ensures all client communications are delivered to a high standard, while continuously identifying opportunities to optimise performance and deepen client relationships.

Main Responsibilities

CRM Campaigns & Client Engagement

• Own the end-to-end delivery of CRM campaigns, including management of the EDM calendar and execution from brief through to deployment
• Coordinate with copywriting, translation, and marketing teams to ensure all communications reflect brand tone of voice and visual excellence
• Track competitor CRM activity and maintain awareness of industry best practice
• Develop and implement a test-and-learn roadmap to optimise campaign performance and engagement metrics
• Support the planning and delivery of client lifecycle journeys, ensuring relevance across key touchpoints
• Act as a super user for Salesforce Marketing Cloud and Service Cloud, supporting campaign execution and system utilisation
• Prepare and present weekly CRM updates, including performance reporting, to key stakeholders
• Champion CRM database hygiene, supporting accuracy, segmentation quality, and overall data health
• Support UAT testing and ongoing CRM platform enhancements

Data Insights & Reporting

• Deliver regular and ad hoc reporting on client KPIs, campaign performance, and CRM activity
• Translate complex data into clear, actionable insights to support commercial decision-making
• Develop a strong understanding of client data, identifying patterns, trends, and opportunities
• Evaluate campaign performance and client journeys, recommending optimisation actions
• Partner with IT and data teams to enhance reporting frameworks, dashboards, and analytics capability

What You’ll Do

• Act Like an Owner: Take accountability for your deliverables and deadlines. Anticipate needs, resolve problems proactively and always consider what will deliver the strongest client and commercial outcome.
• Create Clarity: Use data and insight to provide clear, structured and actionable recommendations. Communicate information in a way that supports confident decision making across teams.
• Empower Teams: Build strong relationships across Commercial and Marketing teams. Share information openly, work transparently and bring people together to deliver the best possible result for partners.
• Succeed Together: Contribute to a high performing team environment by supporting colleagues, sharing knowledge and driving consistent execution. Celebrate collective achievements and approach challenges with a solutions focused mindset.
• Challenge Conventions: Seek opportunities to simplify, improve and innovate. Look for smarter ways of working and bring ideas that strengthen the client experience.

• Proven experience within CRM, marketing, or data analysis roles
• Experience within luxury or premium environments preferred
• Hands-on experience with Salesforce Marketing Cloud and Service Cloud

• Strong analytical capability to interpret data and generate meaningful insights
• Advanced Excel skills; experience with Power BI or similar tools advantageous
• High attention to detail with strong organisational and planning skills
• Clear and confident communication skills, including stakeholder presentation
• Understanding of luxury client experience and expectations
• Commercially minded and data-driven approach to decision-making
• Collaborative, curious, and proactive mindset