At Charles Tyrwhitt our purpose is to “Make it easy for men to dress well” and we can’t do that without our specialist teams.

This time, we’re on the lookout for a CRM Executive who will be working with Sarah from our Marketing team.

 What the CRM Executive will be doing

The primary purposes of the CRM Executive will be to bring our customer communications to life, supporting the CRM Manager in delivering impactful automated email and print campaigns from initial concept through to analysis and optimisation. You will take true ownership of your campaigns, shaping creative briefs, ensuring seamless cross-channel journeys and collaborating closely with stakeholders across the business to drive key initiatives forward.

With a strong eye for detail and performance, you’ll translate data into meaningful insight, confidently sharing recommendations with senior stakeholders and continuously refining our retention activity to ensure it is timely, aligned and best in class.

This is an exciting and varied role, which works with teams across the business to deliver best-in-class email, Direct Mail, SMS and automated customer journey activity. You’ll have the opportunity to make a tangible impact on how we communicate with customers throughout their lifecycle.

Key Responsibilities of the CRM Executive:

• Own the day-to-day execution and maintenance of automated CRM journeys, including briefing, building, QA/proofing, testing, scheduling and deployment, ensuring activity is delivered accurately and on time.
• Support the development and optimisation of automated customer journeys across key lifecycle stages, including Nursery, Reactivation and other retention programmes.
• Responsible for the execution of Direct Mail campaigns end-to-end, including briefing, audience management, proofing, production and delivery.
• Monitor live automations and proactively identify and resolve issues, ensuring journeys, triggers, audience selection and customer communications are working as intended.
• Work closely with CRM Managers and wider marketing teams to translate customer and commercial requirements into effective automated journeys and communications.
• Manage key stakeholders throughout the automation process, including design, copy, buying & merchandising, web, data/analytics and senior marketing team members.
• Use customer behaviour, performance data, previous learnings, competitor activity and best practice to identify opportunities to improve existing journeys and develop new automation activity.
• Provides regular updates on automation, journey and Direct Mail performance to be presented to key stakeholders. Presents learnings and recommendations and ensures insights are actioned to continuously improve the CRM programme and customer experience.
• Uses initiative to problem solve independently and quickly highlights issues, escalating where further support is needed to ensure the impact on the overall process and delivery of automated activity and Direct Mail is minimised.
• Supports the creation of clear, insight-led briefs for new and existing automated journeys, ensuring communications are commercially relevant, on-brand and customer-focused.

What Charles Tyrwhitt is looking for...

• Marketing (or relevant) Undergraduate degree – relevant experience ideally within retail, with experience in Email, CRM or Marketing Automation
• Excellent written English
•  Exceptional attention to detail
• The ability to work both as part of a team and to take individual initiative
• Highly organised and able to prioritise and manage time effectively
• Excellent communication skills and confident in managing a range of key stakeholders and working across departments
• Commercially driven with a strong creative flair
• Ability to think analytically and deliver concise, insightful reporting to support decision-making
• Flexible and focused, comfortable with shifting priorities and time-sensitive tasks
• Proactive and solutions-focused, with a willingness to investigate issues and continuously improve processes and customer journeys
• Experience building emails in an ESP (Bloomreach experience a strong advantage)
• Experience of building or managing automated customer journeys, triggers or lifecycle programmes
• Understanding of CRM fundamentals including segmentation, targeting, testing and performance measurement
• Knowledge of project management tools, such as Asana
• Comfortable working with data and using performance metrics to identify opportunities and troubleshoot issues
• Experience of working with customer data, segmentation or lifecycle marketing would be advantageous

What you can expect from us:

• Competitive salary and excellent bonus scheme
• An entrepreneurial environment where you’ll be encouraged to try things and make changes to drive the business forward
• You’ll have access to Staff Discount from your 1st day, not just at CT but also from The White Company!
• Our hybrid working policy means we work from the office 3-4 days per week (14 days onsite across a 4 week period, and Monday's are our set days in the office)
• We are proud to go about our business in the right way and partner with many charities and sustainability partners - ‘giving something back’ is an important part of our ethos
• At HQ we are serious about having fun. Our Christmas and summer parties are the stuff of legend and our CT Social Team ensure there is always something exciting to get involved in)

Who we are 

Once upon a shirt, Nicholas Charles Tyrwhitt Wheeler (whilst studying Geography at Bristol University – we might add) had the notion that he could make a better shirt at better value than anyone else in the world! He believed that all men; no matter their shape or size, where they may be in the world or indeed their budget; should be able to own a Jermyn Street quality shirt. A proper shirt. A CT shirt.

That was over 3 decades ago and whilst Charles Tyrwhitt (it rhymes with spirit by the way) is still famous for proper shirts, these days we are about so much more than collars and cuffs. Our purpose is to “make it easy for men to dress well”. We take care of a chap’s entire wardrobe, providing stylish solutions for every occasion. We make sure he gets what he wants, when and how he wants it.

With a unique product offering delivered with exceptional customer service, Charles Tyrwhitt is a world-known, well-loved London-based brand with stores throughout the United Kingdom, France, and the United States. Our Global Head Office is in London Bridge, where our teams that support our online presence in North America, Canada, Europe and Australia are based.  We have a small Manhattan office for our US Partnerships and US Retail support teams, and our Distribution Centre and Contact Centre are based in Milton Keynes.

At Charles Tyrwhitt we believe in doing the right thing. That means making our products properly and sustainably, making our business work for our people, our customers, and our suppliers and giving back to charity to support those in need. We’re taking a good hard look at our social and environmental impact, and always looking for ways to be better.

‘I am Proud and Free to be me!’

When it comes to our people, we really do “Give a shirt”.

Tyrwhitteers (our people) are a diverse, passionate and entrepreneurial bunch. We enjoy a fun, engaging and rewarding culture, where everyone is empowered by our 3 BE-liefs which are; “BE the BOSS”, “BE the CUSTOMER” and “BE the BEST”.