CRM Executive

Here at Harvey Nichols we are looking for a CRM Executive to join our Marketing Team at Head Office - the home of modern luxury, exceptional client experiences and some of the world's most coveted brands.

As CRM Executive, you will play a key role in delivering personalised customer communications that strengthen engagement, drive loyalty and maximise customer lifetime value. Working closely with Marketing, Digital, Buying and Retail teams, you will execute data-led CRM campaigns across email, SMS and other owned channels, ensuring every customer interaction reflects our luxury brand experience.

About the role…

As CRM Executive, you'll be responsible for planning, building and delivering CRM campaigns that inspire, engage and convert our customers. You'll combine creativity with analytical thinking to ensure communications are relevant, timely and commercially effective.

Key responsibilities include:

• Execute the CRM campaign calendar across email, SMS and customer lifecycle journeys.

• Build, test and deploy campaigns using the CRM platform, ensuring accuracy and attention to detail.

• Segment customer audiences using behavioural, transactional and demographic data to deliver personalised communications.

• Support the delivery of automated customer journeys, including welcome programmes, loyalty communications, post-purchase journeys and reactivation campaigns.

• Monitor campaign performance, producing regular reports on key metrics including open rates, click-through rates, conversion, revenue and customer engagement.

• Identify opportunities to optimise campaigns through A/B testing, audience refinement and content improvements.

• Work collaboratively with Creative, Digital, Buying and Retail teams to ensure campaigns align with seasonal launches, brand activity and commercial priorities.

• Ensure customer data is managed in line with GDPR and company data governance standards.

• Support the development of CRM strategies that increase customer retention, repeat purchase and loyalty.

• Maintain campaign documentation, schedules and best practice processes.

Is this you?

We're looking for someone who is commercially minded, highly organised and passionate about creating exceptional customer experiences.

• Do you have experience working within CRM or email marketing, ideally within luxury, premium retail or fashion?

• Are you confident using CRM platforms such as Salesforce Marketing Cloud, Bloomreach, Klaviyo, Adobe Campaign or similar?

• Do you enjoy analysing campaign performance and turning insights into action?

• Are you highly organised with exceptional attention to detail?

• Can you manage multiple campaigns and deadlines in a fast-paced environment?

• Do you have strong Excel skills and experience working with customer data?

• Are you a collaborative team player with excellent communication skills?

• Do you have a genuine passion for luxury retail, fashion and delivering best-in-class customer experiences?

What you'll bring

• Experience delivering CRM campaigns from planning through to execution and reporting.

• Understanding of customer segmentation, lifecycle marketing and personalisation.

• Knowledge of email marketing best practice, customer journeys and automation.

• Strong analytical skills with the ability to interpret data and make commercial recommendations.

• Excellent organisational and project management skills.

• A proactive, solutions-focused approach with a willingness to continuously improve.

• A passion for luxury retail and creating meaningful customer relationships.

Why join us?

This is an exciting opportunity to become part of a dynamic luxury retail business where creativity, innovation and exceptional customer service are at the heart of everything we do.

You'll work alongside talented teams across Marketing, Digital and Retail, gaining exposure to world-renowned luxury brands while helping shape the customer experience across every touchpoint.

We offer a competitive salary, excellent benefits, opportunities for career development and the chance to be part of a business that celebrates individuality, creativity and excellence.

What's next?

If you're passionate about CRM, customer engagement and luxury retail, and you're ready to take the next step in your marketing career, we'd love to hear from you.

Apply today and begin your journey with us.