Background: Christopher Ward is an English-Swiss watch company and the UKs leading mechanical watchmaker. Since 2004, weve built a loyal global community of watch enthusiasts by fostering meaningful connections and engaging directly and authentically with our customers. As pioneers of the direct-to-consumer model in luxury watchmaking, weve always placed authenticity, transparency, and community at the heart of everything we do. Role Overview: Were looking for a sharp, hands-on CRM & Digital Content Manager to lead our email marketing efforts while also playing a pivotal role in managing our website content (via a CMS). Youll be the go-to for all things Klaviyo - building, deploying and optimising customer communications. At the same time, youll support the digital team by managing campaign landing pages and keeping our website content up to date. This role also carries a degree of website stewardship - were looking for someone wholl proactively spot any gaps, bugs or outdated content, speak up, and help ensure the online and overall digital experience stays as polished as the watches we sell. If youre equal parts CRM strategist, email geek, and digital problem-solver, then this role was made for you. Key Responsibilities: CRM & Email Marketing (70%) Own day-to-day Klaviyo management: campaign planning, build, segmentation, automation, testing, and reporting. Architect and optimise lifecycle flows (welcome, browse/basket abandonment, post-purchase, loyalty, and more). Build advanced customer segmentation and personalisation strategies to drive revenue and engagement. Analyse campaign and flow performance, translating insights into actions and commercial outcomes. Manage the briefing for email creative, working closely with our Digital Designer. Collaborate cross-functionally with eCommerce, Merchandising and Digital teams to connect CRM with broader digital journeys. Stay on top of GDPR, CAN-SPAM, and other data regulations. CRO, UX and Performance Insights (20%) Marry CRM data with wider insights (GA4, Hotjar, onsite journeys) to help drive smarter digital marketing. Spot friction points in the customer journey and collaborate on solutions to boost conversion and retention. Content Management (10%) Review all content deployment once live on website to ensure it is correct, on brand. Work with design and digital to ensure the site always reflects our latest campaigns, brand storytelling, and seasonal/campaign updates. Maintain and manage the site, via CMS, to reflect latest campaigns, brand storytelling etc. This includes noticing and fixing issues before they become problems. Skills & Experience Required: 3 years hands-on experience in CRM/email marketing, ideally with Klaviyo (if you need training wheels, this might not be for you). Proven track record of driving or contributing actively to retention, loyalty, and revenue through smart CRM strategies. Solid experience building CRM automated flows, segments, dynamic content, and reporting dashboards. Strong analytical skills - you see numbers, you see stories, and you act. Understanding of website CRO principles and ability to connect CRM insights to onsite optimisation. Familiarity with Contentful Studio (or similar headless CMS platforms like Prismic, Sanity) is a strong plus. Comfortable briefing and collaborating with designers and creative teams. Basic HTML/CSS for email tweaking is a bonus, but its not a dealbreaker. Agile, hands-on, and entrepreneurial mindset - youll fit right in if youre the type who figures things out.
Job Title
CRM & Digital Content Manager