Senior CRM Executive

London, England, United Kingdom

2/11/2025

Department: CRM & Loyalty

Location: Head Office, Chelsea House

Description

We're a much-loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions.

This is what a career at River Island is like. And this is where yours starts.


What We Are Looking For...

Overview:
With a passion for delivering an inspirational and seamless customer journey, you will play a key role in driving retention, loyalty, and lifetime value through strategic CRM initiatives. You have a strong background in CRM activation, lifecycle triggers, and customer segmentation, ensuring campaigns are both data-driven and customer-centric. As a key member of the CRM team at River Island, reporting into the CRM Operations Manager, you will be responsible for the technical orchestration and activation of lifecycle automation, CRM campaigns, and engagement strategies across email and app push. You'll also lead high-impact CRM projects, manage cross-functional collaboration, and work with the team to enhance the overall performance of the CRM team.
This is a great opportunity for someone looking to get involved in all aspects of CRM at one of the best-known fashion retailers in the UK.

Accountabilities:
Lifecycle Triggers & CRM Activation

• Develop, optimise, and execute automated lifecycle triggers to enhance customer engagement and retention.


• Lead the technical build and orchestration of CRM campaigns, ensuring seamless execution across email, push, and paid channels.


• Act as a power user of Bloomreach Engagement, driving sophisticated customer journeys and personalisation strategies.

Segmentation & Personalisation

• Design and implement advanced segmentation strategies to target key customer groups effectively.


• Use A/B and multivariate testing to refine campaign messaging, content, and send-time optimisation.


• Provide data-driven recommendations to improve personalisation and drive performance.

Cross-Channel Collaboration & Campaign Execution

• Partner with the Paid Media team to develop and activate custom audiences for paid social and search campaigns.


• Work closely with creative, copy, and e-commerce teams to deliver cohesive, customer-first experiences across all touchpoints.


• Support the execution of both promotional and non-promotional CRM activations, ensuring alignment with business objectives.

Insights, Innovation & Strategy

• Conduct in-depth analysis to measure campaign performance and shape CRM strategy.


• Stay ahead of industry trends and conduct competitor research to keep CRM initiatives innovative and competitive.


• Foster team collaboration and skill development, supporting junior team members and sharing best practices

Skills:

• 3+ years in CRM or Loyalty, with a focus on lifecycle automation, segmentation, and retention strategies.


• Expertise in CRM platforms, particularly Bloomreach Engagement.


• Technical proficiency in drag-and-drop campaign building, a basic understanding of HTML & Jinja (desirable).


• Analytical mindset with the ability to interpret data and translate insights into actionable strategies.


• Experience designing and executing A/B and multivariate tests to optimise campaigns.


• Familiarity with GA4, PowerBI, Bloomreach Engagement Dashboards and/or other reporting tools to track channel performance and campaign success.


• Strong organisational skills with the ability to manage multiple projects and priorities simultaneously.


• Strong communication skills and a team-oriented approach to collaboration. Ability to thrive in fast paced environments


• Passion for innovation and staying ahead of trends in personalisation, automation, and customer engagement.

This Is For You...

• Discount - Generous 50% staff discount so you can treat yourself & a bargain staff shop, all onsite!


• RI Rewards - Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more with Reward Gateway!


• Island culture - We have a free onsite gym, subsidised restaurant & café & various social events throughout the year. We also work closely with the Retail Trust to create dedicated support for all our Islanders!


• Work that stays at work - Flexible working is a given, on top of payday early finishes and Summer Fridays


• Family Hub - Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment


• Giver Island - Give as you earn scheme, a 'Giver Island' day each year and matched funding


• Training on the job - Support with upskilling skills through on the job training and qualifications


• Pension - A contributory private pension scheme


• Bonus - A generous bonus scheme


• Parking - Free onsite parking


• Holiday - 25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday for whatever the need!

We mentioned the discount, right?

Keeping You Safe...

At River Island we are committed to the safeguarding of all of our employees regardless of age or job role. We will fulfil our obligation under the Prevent duty which seeks to stop extremism and extremist views from materialising in our business. We promote and encourage the belief in British Values- including democracy, the rule of law, individual liberty and mutual respect and tolerance of different faiths and beliefs. To find out more, please visit www.gov.uk

Every Islander Counts

Our Island is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise.