Job Title:CRM Executive

Company:Diamonds Factory

Location:London

Reports To:Head of CRM

Employment Type:Full-Time

About Us:

Diamonds Factory is a renowned luxury jeweller, celebrated for its exquisite craftsmanship and personalized jewellery. With a strong focus on customer satisfaction and bespoke experiences, we are committed to delivering high-quality pieces that resonate with our sophisticated clientele.

Job Overview:

We are seeking a highly motivated and skilled CRM Executive to join our team and support various CRM

initiatives. This mid-level role will involve assisting in the development and execution of marketing communications across email and SMS, with a strong focus on growing customer retention and loyalty through a digital-first strategy. The CRM Executive will also play a key role in data collection and engagement, while supporting the briefing of data analysis to inform strategic decisions and targeted marketing efforts.

Key Responsibilities:

Marketing Communications:

• Assist in planning, executing, and optimising email and SMS campaigns using Klaviyo, ensuring timely delivery of personalised content that enhances the customer experience.
• Work with the marketing and creative teams to develop engaging, on-brand messaging and visuals that drive customer engagement.
• Assist in managing and implementing the international strategy, ensuring that communication and promotions are relevant, timely and localised.
• Monitor the performance of CRM campaigns, analyzing metrics such as open rates, click-through rates, and conversion rates, and make recommendations for improvement.
• Ensure all communications comply with GDPR and other relevant data protection regulations.

Customer Retention & Loyalty:

• Support the development of strategies to increase customer retention and brand loyalty, primarily through digital marketing channels.
• Implement initiatives aimed at nurturing long-term customer relationships and increasing repeat purchases.
• Collaborate with the marketing team to design loyalty communications, promotions, and other tactics that encourage ongoing customer engagement.
• Work closely with the Head of CRM & Ecommerce team to implement and manage the referrals scheme, monitoring and improving on targeting, touch points and communication.
• Use customer segmentation to create targeted, personalised marketing campaigns.

Customer Engagement & Data Collection:

• Assist in creating innovative ways to engage customers and gather valuable data through digital touchpoints.
• Ensure the accurate collection, storage, and use of customer data, contributing to a seamless customer experience across all channels.
• Identify opportunities to improve data collection methods to enhance personalisation efforts.

Data Analysis & Strategic Input:

• Brief the data analysis team to ensure clear understanding of business objectives and CRM goals.
• Collaborate with data analysts to extract key insights from customer data that will inform strategic business decisions.
• Provide actionable insights based on CRM performance and customer behavior to guide future marketing efforts and product targeting.
• Monitor trends and customer behavior to identify new opportunities for engagement and retention.

CRM System Support:

• Assist in maintaining and updating customer data within Zoho, ensuring accuracy and completeness.
• Support the alignment of in-store data with our central CRM system to create a unified customer view.
• Support store staff on CRM processes and best practices.

Requirements:

• Bachelor’s degree in Marketing, Business, or a related field.
• 3-5 years of experience in a CRM, digital marketing, or customer retention role, ideally within the luxury retail sector.
• Proficiency in using CRM and email marketing platforms, especially Klaviyo.
• Strong understanding of customer lifecycle management and retention strategies.
• Data-driven mindset with the ability to interpret analytics and make data-informed decisions.
• Excellent communication and interpersonal skills, with the ability to work cross-functionally with marketing, creative, and data teams.
• Strong organizational and project management skills, with the ability to manage multiple campaigns simultaneously.
• Creative problem-solver with a passion for customer engagement and loyalty.