Senior CRM Executive

Senior CRM Executive – Jigsaw

Richmond Upon Thames, SW London

Rewarding salary plus benefits

We’ve teamed up with Jigsaw, the luxury British womenswear designer, who are now in the market to secure a Senior CRM Executive to join their team!

Founded in 1970, Jigsaw was the first premium fashion brand on the high street. Since then, the company continue to work with the finest mills, cutting-edge photographers, up-and-coming models, and renowned architects. But the search for the best in the industry never stops. As our journey continues, we're looking for passionate and talented individuals to learn about Style & Truth: a set of values that sets us apart from the rest of the high street. We believe that everyone should feel empowered to embrace their own style, be true to themselves, and not slavishly follow the fashion world. This means putting style before trends and truth before hype.

About The Role:

This is a hands-on CRM role focused on driving customer retention, repeat purchase and LTV through best-in-class lifecycle marketing.

You’ll execute the CRM strategy - working across email, SMS and wider retention channels, with a strong focus on automation, personalisation and testing.

You’ll sit at the heart of the digital team, working closely with E-Commerce, Performance, Data and Brand to ensure CRM is fully integrated into the wider growth strategy.

What You’ll Be Doing

• Develop the CRM strategy, driving retention, repeat purchase and customer lifetime value

• Build and optimise automated lifecycle journeys (welcome, reactivation, retargeting, post-purchase, loyalty etc.) using a test-and-learn approach

• Plan and execute email + SMS campaigns aligned to trading and marketing calendars

• Analyse campaign and flow performance, identifying opportunities to improve engagement, conversion and revenue

• Leverage first-party data and segmentation to deliver highly personalised, 1:1 customer experiences

• Work closely with the wider digital team to align CRM with acquisition, ecommerce and in-store activity

• Own CRM reporting - tracking performance across engagement, revenue contribution, database health and retention metrics

• Drive database growth through onsite capture, re-engagement and loyalty initiatives

• Test and launch new retention channels (e.g. referrals, reviews, direct mail) to drive incremental revenue

• Ensure strong deliverability and GDPR compliance across all CRM activity

• Continuously test, iterate and improve - pushing CRM performance forward

What We’re Looking For

• Proven experience in a CRM / lifecycle marketing role within eCommerce or retail

• Strong hands-on experience across email + SMS marketing, ideally using platforms like Ometria, Klaviyo or similar

• Understanding of customer journeys, segmentation and retention strategy

• Highly data-driven - comfortable analysing performance and turning insight into action

• Strong testing mindset - confident running experiments and optimising performance

• Commercially aware - understands how CRM drives revenue, not just engagement

• Comfortable working cross-functionally in a fast-paced environment

Why Join Jigsaw:

• Impactful Work: Play a crucial role in driving new customer acquisition and revenue growth.

• Innovative Environment: Be part of a team that values creativity and data-driven decision-making.

• Professional Growth: Opportunities for continuous learning and career advancement.

• Competitive Compensation: We offer a competitive salary, benefits, and performance-based incentives.

What's on Offer:

• 25 days holidays

• Fantastic Staff discount schemes – up to 50% (and 70% on 5 items per season)

• Life Assurance

• Pension

• Access to the Retail Trust – Jigsaw’s wellbeing and benefits provider, for a whole host of resources, support and discounts.

We are committed to equality of opportunity for all staff and applications are encouraged from individuals regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marriage and civil partnerships or pregnancy and maternity.