Head of CRM

This role is a new senior role in our organization, and you will be leading the CRM growth strategy for Jaded London across Email, App and SMS. You will work alongside the Head of Ecommerce and the wider digital/marketing/brand team, defining and leading a cohesive strategy to optimise communications and create a world‑class CRM proposition for Jaded London.

Responsibilities & Duties

• Lead the business into the next phase of our new CRM and brand communications
• Set the global CRM strategy across App, Loyalty and Omnichannel proposition
• Align with brand marketing objectives across social, store and online
• Support the e-commerce and marketing team to build and scale our CRM initiatives
• Lead innovative and premium approach to personalisation across comms channels
• Focus on customer retention KPIs in line with overall business and marketing goals
• Lead commercial communications calendar alongside each relevant department
• Implement a lifecycle‑centric customer segmentation and communication strategy
• Manage the end‑to‑end process of planning and implementing BAU activity ensuring coordination with key stakeholders across the brand
• Manage email automation to deliver customer‑centric lifecycle campaigns to drive growth and improve customer KPIs
• Monitor and measure CRM performance in line with business targets, ensuring the automation of weekly, monthly and periodical reporting
• Responsible for database performance, keeping a close eye on churns, seeking out opportunities to drive high‑quality opt‑ins and adjust activity accordingly
• Build out the CRM proposition across email, SMS, App and brand collection drops
• Own the app install program alongside the Head of Digital Marketing
• Devise the USPs for CRM in App and how it links to wider CRM strategy (e.g. in line with our App‑first collection drop strategy)
• Own the next phase of our Loyalty proposition and the link with online/retail stores

Requirements

• 7+ years senior CRM management experience in a gen‑z brand/retailer
• Strong knowledge of HTML
• Extensive experience working with CDP/ESP/CRM platforms, specifically Ometria
• Excellent knowledge of Microsoft Office
• Excellent communication skills
• Have experience managing calendars with outstanding organisational skills
• Have a passion for the Fashion industry or have previous from a related field

Benefits

• 50% Employee Discount
• 24 days holiday per year (plus bank holidays)
• A paid day off on your birthday
• A paid moving day per year
• Hybrid Working Arrangements - 1 day per week WFH after 6 month probation
• Pension Scheme
• Bonus Scheme
• Employee Assistance Programme for you and your family
• £500 employee referral bonus scheme
• Local Business Discounts (cafés, fitness, beauty etc)
• North‑West London office location directly located next to good transport links
• Casual office dress code (your style of dress is up to you, wear what you feel best in)
• Fully‑stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies)
• Regular Office Social Events (e.g. payday socials)