Job Title

The Company:We are a founder led and owned British heritage leather goods and accessories brand. Born 45 years ago, we have been designers, manufacturers, wholesalers and retailers and, like our products, we hope we get better with age! Our creative and operational home is based in our converted stables in beautiful Hertfordshire parkland with our Distribution Centre just 10 minutes away in Hemel Hempstead.The Role:Responsible for developing and executing customer relationship strategies through the use of data-driven CRM campaigns, lifecycle marketing and SMS.Where:Based at our stables in Great Gaddesden, our team enjoys working together - collaborating, sharing ideas and being part of a family at work.Office hours:Monday - Friday (37.5 hours per week)Reporting to:Head of MarketingYour character and skills will include:At least 2-3 years' experience building, implementing, and improving campaigns through an ESP (ideally Ometria)Strong excel competency and analytical skills to interpret data and translate insight into actionable strategiesAbility to write clear, engaging, and on-brand CRM communications (email & SMS)Customer-centric mindset prioritising the customer experience and needsFlexible and agile in adjusting strategies based on changing customer behaviour, feedback, or business prioritiesComfortable working cross-functionally with marketing, ecommerce and merchandising teamsExcellent reporting skills with the ability to create dashboards, reports, and KPIs for managementUnderstands sales & customer retention strategies and how to drive sales, cross-sell, and retain customersFamiliarity with automation email campaigns, loyalty programs, and customer engagement strategiesOSPREY LONDON Values:· AUTHENTICITY - Being sincere, genuine and honest at all times; be your true self· COLLABORATION - Working together effectively to achieve our goals; share and communicate· PRIDE - Aspiring to be the best in everything we do; show your passion and how much you care· TRUE GRIT - Showing determination and perseverance in all that you do; never give up· VISION - Using your creativity and experience to plan for the future; never stand stillYour main responsibilities will be:Own email briefing process end-to-end working with graphic designer to deliver engaging content that drives key CRM metricsPlan, build, 'send email & SMS campaigns, including segmentation, scheduling, and QA. Ensure all campaigns are delivered accurately and on time in line with the marketing calendarCreate and manage audience segments based on customer behaviour, lifecycle stage and purchase history. Use segmentation to improve relevance, engagement and conversionTrack CRM performance metrics such as open rate, CTR, CTOR, conversion, and revenue contribution. Produce regular reports with clear insights and recommendations for optimisationMaintain and optimise automated flows (welcome, post-purchase, browse/cart abandonment, re-engagement), whilst identifying new automations to drive revenue and maximise lifetime value of customersMaintain accurate customer data and support GDPR-compliant practices within the CRM platform.Work closely with Marketing and Ecommerce team to align messaging, timing and creative assetsWork with Head of Marketing to define and roll-out a customer loyalty/VIP programmeManage, plan, and write SMS notifications based on trade opportunities and customer momentsStay up to date with new Ometria platform features and email best practicesWhat does success look like?Increased customer engagement and retention through data-driven CRM initiativesAccurate, insightful CRM reporting that supports commercial decisionsSeamless execution of CRM campaigns aligned with business objectives and deadlinesContinuous optimisation of customer journeys and communicationsKPIs:To increase active customers over LTM and increase LTVTrack human engagement metrics such as Click-to-Open Rate and Click-Through Rate across campaigns and flows to check relevancyRevenue driven by CRM channels (email and SMS), including share of total online revenue. Tying CRM activity to commercial impact while still focusing on retention