Senior CRM Executive

Title: Senior CRM Executive

Location: West London

Reports to: Chief Growth Officer

At Missoma, we believe jewellery is more than just an accessory, it’s the finishing touch that makes an outfit feel effortlessly put together. Founded in 2007 by Marisa Hordern, we’ve grown into a globally recognised brand known for our demi-fine and solid gold pieces, all designed in-house at our London studio and crafted with care.

We’re looking for a commercially minded, data driven CRM specialist who can turn customer insight into standout email and SMS campaigns that keep our community engaged and coming back for more. If you thrive on testing, optimising and building meaningful, personalised customer journeys, we’d love to hear from you.

Why you’ll love working with us

At Missoma, we live by three core values:

• Authentic… we value honesty, open feedback and conscious sustainability. You’ll be part of a team that genuinely cares about people and the planet.

• Collaborative… every voice matters. We foster inclusivity, creativity and fun, working together to innovate and grow.

• Entrepreneurial… we think big and act boldly. You’ll be encouraged to bring ideas, take initiative and make a real impact.

Your role as senior CRM executive

You’ll own the execution of email and SMS marketing at Missoma, focusing on customer retention, engagement and lifetime value. This is a commercially minded, data driven role where you’ll drive performance across BAU and automated campaigns, build on a test and learn approach, and collaborate across teams to deliver personalised, insight led communications.

What you’ll be doing

• Own end to end delivery of BAU and automated email and SMS campaigns, direct mail and other lead conversion and retention activity, ensuring everything goes live on time and to an impeccable standard, driving increased revenue per customer.

• Manage the CRM campaign calendar, keeping deadlines on track and priorities visible across the business.

• Partner with Graphics, Merchandising and Ecommerce teams to align on campaign creative, messaging and product priorities.

• Collaborate with the Digital and Brand teams to build and optimise automated email journeys, including welcome, nurture and reactivation flows.

• Identify and implement new retention opportunities across additional channels.

• Use customer data and segmentation models to build targeted, personalised campaigns that improve engagement and conversion.

• Support customer segmentation using in platform AI tools and first party data.

• Run A/B tests across subject lines, creative and CTAs to continuously improve performance.

• Monitor and report on CRM campaign performance, delivering actionable insights to shape future activity.

• Work with the Digital Analyst to generate behavioural insights and help refine Missoma’s wider CRM strategy.

What you’ll bring

• Two or more years’ experience in a CRM or email marketing role, ideally within ecommerce or direct to consumer.

• In depth, hands on experience with email service providers (ESPs) and marketing automation tools, including building, testing and optimising campaigns and automation workflows.

• A proven track record of executing campaigns that drive revenue and retention, with experience in customer segmentation, personalisation and in platform AI models.

• Solid understanding of CRM KPIs and confidence with performance reporting in Excel or similar.

• Experience collaborating with creative and merchandising teams on campaign delivery.

• Experience working for an own brand product retailer, with familiarity with founder led business dynamics a plus.

• A commercially focused, analytical and results driven mindset, with a curious and proactive approach to a fast paced environment.

• Strong, persuasive communication and collaboration skills, with superb attention to detail.

• A genuine passion for CRM trends, customer experience and data driven marketing.

What you’ll get

• Generous staff discount across our products and experiences

• Hybrid working model with flexible hours at our West London HQ

• Healthcare cash plan to support everyday wellbeing

• Enhanced parental leave after two years of service

• Annual paid volunteer day to give back to causes you care about

• Monthly team socials and events

• Access to cycle and tech schemes with easy monthly payments