CRM Specialist - #2130438

Forward Role are partnering with a fast-growing, global luxury fashion business that is doing things very differently from a traditional retailer. Built around a unique membership model, the business gives customers access to luxury fashion through a highly selective, closed community.

CRM Specialist

£45k

Hybrid working (3 days onsite and 2 remote)

London

The business has grown exponentially over the last two years, with a growing global customer base and distribution centres across the US and Europe. It is now entering an exciting new phase, with further expansion planned and significant investment being made into the foundations needed to support the next stage of growth.

The business is part of a wider group that also includes a well-known British luxury fashion name, creating some really interesting opportunities across its customer bases and brands.

It’s a lean, ambitious and highly collaborative business, where everyone is invested in making it succeed. Having grown organically to date, the company is now building out its teams and putting more structure and ownership in place as it scales.

About the Role:

Build and deliver the CRM retention and lifecycle strategy, using customer data to drive personalised journeys, engagement and long-term value. Working cross-functionally, you’ll shape segmentation, incentives and communications as the strategy develops.

Responsibilities:

• Own CRM & lifecycle strategy across email, push and in-app, building journeys from onboarding to reactivation.
• Drive retention & membership growth, reducing churn, improving renewals and increasing revenue per member.
• Lead personalisation & segmentation, using customer behaviour and data to deliver relevant communications.
• Own CRM performance & analytics, including cohort analysis, LTV, retention KPIs and identifying opportunities for incremental growth.
• Work cross-functionally with Commercial, Buying, Merchandising and Finance to align CRM activity with wider business priorities.

What we’re looking for:

• CRM/lifecycle experience within a consumer, ecommerce or subscription business.
• Strong technical CRM skills, including automation, segmentation and behavioural targeting.
• Analytical and commercially minded, able to turn data into clear actions and recommendations.
• Hands-on Klaviyo or similar CRM experience, with exposure to building a strategy from the ground up.
• Strong cross-functional collaborator, with an understanding of subscription economics; luxury/off-price or startup experience is a bonus.

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