Overview
This Senior CRM (Lifecycle) role sits within the CRM team and is responsible for the end‑to‑end operational delivery of lifecycle CRM journeys across email and SMS. These journeys strengthen customer loyalty, improve engagement, and drive long‑term value through timely, relevant, and personalised communications. The Senior CRM Executive (Lifecycle) owns the build, QA, optimisation, and reporting of always‑on CRM journeys, ensuring they operate reliably at scale while continuously improving through structured test‑and‑learn activity. The role combines hands‑on execution with strong ownership of workflow management, data accuracy, QA rigour, and performance reporting. This role partners closely with Brand, Creative, Insights, and CRM stakeholders to deliver lifecycle campaigns aligned to customer priorities, while identifying opportunities to improve templates, processes, and journey logic to support scalability and performance.
Location: 3 days per week at our North Acton office, 2 days working from home.
What You Will Do
- Deliver high‑impact lifecycle journeys that strengthen customer loyalty and improve experience across key moments – onboarding, engagement, retention, and reactivation.
- Own and prioritise the weekly lifecycle build and optimisation schedule, balancing new journey development, BAU maintenance, and optimisation work in line with agreed priorities.
- Build and QA lifecycle campaigns within Ometria to a high technical and brand standard, using approved templates, modular components, and best‑practice journey structures.
- Partner with CRM Managers, Brand & Creative, and Insights teams during briefing to ensure lifecycle objectives, audiences, triggers, test hypotheses, and success metrics are clearly defined and accurately translated into journey logic and segmentation.
- Maintain operational excellence across all lifecycle delivery, consistently achieving high QA pass rates, maintaining clear documentation and checklists, and reducing manual effort and risk through continuous process improvement.
- Monitor live journey performance and campaign data health, proactively identifying underperformance, deliverability risks, or data issues and escalating with clear recommendations.
- Produce weekly performance reports and analyse journey results against objectives, surfacing actionable insights, clear test outcomes, and optimisation opportunities, ensuring learnings feed back into future iterations and lifecycle strategy.
- Support A/B testing setup across messaging, timing, cadence, and content, ensuring tests are correctly implemented, documented, and QA’d.
What We Are Looking For
- An experienced CRM Executive with hands‑on experience delivering lifecycle or triggered CRM campaigns within an ESP or CRM platform (Ometria experience preferred).
- Highly detail oriented, with a strong track record of delivering accurate, reliable, always‑on CRM activity and high QA standards.
- Comfortable managing complex journey logic and multiple priorities, balancing BAU delivery with optimisation and improvement work.
- Collaborative and relationship driven, with experience working closely with Brand, Creative, and Insight teams.
- Data literate and insight driven, confident interpreting lifecycle performance metrics and test results to drive optimisation.
- Process minded and improvement focused, with an interest in scaling lifecycle activity through better templates, automation, and ways of working.
- Proactive and accountable, with strong ownership over journey performance, data quality, and operational standards.
- Customer focused and commercially aware, motivated by delivering CRM that adds long‑term value for both customers and the business.
What We Offer
- Competitive salary & targeted annual bonus scheme.
- Generous Boden clothing allowance.
- 30% discount on all current clothing ranges.
- 25 days holiday annually, plus bank holidays.
- Online portal with an array of discounts on retail & entertainment.
- Virtual GP service for you and your household.
- Free onsite parking and subsidised café.
Equal Opportunities & Accommodations
We encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.
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