Job Description
As an Email & CRM Specialist, you will deliver and optimise CRM activity across Europe, driving customer growth, engagement and loyalty through email, SMS and digital channels. You will oversee segmentation, testing, reporting and CRM tools, guide a regional team and collaborate cross‑functionally to deliver commercial results, customer development and an elevated customer experience.
This is a full‑time Permanent contract based at our Regional Office in London.
Key Responsibilities
- Implement the regional CRM strategy by delivering effective email, SMS, loyalty, promotional and data‑growth campaigns that strengthen customer engagement and drive commercial performance.
- Optimise segmentation across email, SMS and digital channels to grow key audiences, improve retention and support long‑term customer value.
- Deliver the CRM roadmap on time, adapting quickly to shifting business priorities to maintain momentum and ensure high‑quality execution.
- Support the achievement of core CRM KPIs – traffic, sales, acquisition, retention and subscriber development – across both online and stores.
- Contribute to building, managing and re‑forecasting the CRM budget to keep targets realistic and aligned with business needs.
- Lead an always‑on test‑and‑learn programme to generate ongoing insight, improve channel performance and inform future CRM strategy.
- Guide and oversee the Email & CRM coordinators day‑to‑day to ensure CRM initiatives, optimisations and BAU communications are delivered accurately and on schedule.
- Enhance regional reporting to provide deeper customer insight and support data‑driven decision‑making across the business.
- Stay informed on emerging CRM technologies, trends and competitor approaches to drive innovation and strengthen the effectiveness of CRM programmes.
Qualifications & Values
Alignment to our company values is the most important characteristic we look for. We are open‑minded, curious, dare to be different, believe in constant improvement, and empower you to take ownership.
What You Need To Succeed
- Previous CRM experience within the retail industry.
- Experience working with top tier ESPs/CDPs – knowledge of Emarsys is beneficial.
- Understanding of APIs, product feeds and third‑party AI tools.
- Previous leadership experience, leading a team of Email and CRM Specialists.
- Analytical – data analysis skills, proficiency in statistical tools and software, understanding data trends and presenting findings clearly.
- Project management – ability to plan, execute and oversee projects, including resource allocation and risk management.
- Operations management – ability to oversee and improve business processes and operations, with process optimisation and strategic planning skills.
- Quality assurance – ability to ensure products meet quality standards, through testing, process improvement and compliance with industry standards.
- Financial management – ability to manage financial resources, budgeting, forecasting and financial reporting.
Benefits
- 25% staff discount on all H&M Group brands.
- Participation in the H&M Incentive Program.
- 25 days holiday.
- Discounts on everyday brands and leisure activities.
- Retail Trust membership.
- Pension scheme.
- Discounted gym membership.
- Cycle to work scheme.
Inclusion & Diversity
We are committed to creating inclusive, diverse and equitable workplaces. All diversity dimensions are considered in our recruitment process.
Job Location
London, UK – Regional Office. Approximately 4 days per week office presence required.
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