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About the Role

Space NK is seeking a Senior CRM & Loyalty Coordinator to support the execution of their CRM strategy, aiming to enhance customer frequency, retention, and lifetime value through personalized communications and data-driven insights.

Responsibilities

• Support the implementation of Space NK’s CRM strategy in line with brand and programme strategy.
• Support the improvement of key business metrics such as loyalty programme sign-up rate, 2nd purchase rate, and YoY Retention Rate.
• Analyze customer behavior and engagement to develop communication strategies that maximize annual spend and retention across the full customer lifecycle.
• Utilize the CRM platform (Optimove) for customer segmentation, campaign flow building, A/B testing setup, and post-campaign reporting.
• Manage the testing and optimization roadmap for CRM and loyalty campaigns.
• Optimize CRM campaign ROI and identify efficiencies.
• Collaborate with creative, marketing, buying, and merchandising teams to set up online and offline CRM campaigns.
• Constructively appraise creative and design work to produce effective communications.
• Brief the email deployment agency.
• Coordinate internal creative and content teams, plus external agency partners, to deliver CRM campaign assets and communications.
• Report and distribute results on CRM campaign performance, sharing learnings and next steps.
• Support the day-to-day management, delivery, and optimization of the existing loyalty programme.
• Support the Senior CRM & Loyalty Manager with the onboarding and implementation of the new loyalty platform vendor.
• Set up loyalty promotions and work with platform providers to deliver solutions.
• Monitor and deliver against loyalty programme KPIs.
• Identify and implement new loyalty benefits and programme enhancements.
• Partner with Product and Online Content teams to improve loyalty customer journeys and programme engagement across digital channels.
• Work with Store and Training teams to drive awareness, engagement, and adoption of the loyalty programme in-store.

Requirements

• 3 years+ relevant CRM and/or marketing experience.
• Hands-on experience of CRM campaign build/implementation including customer segmentation.
• Previous experience of working on a loyalty programme is advantageous.
• Previous experience of working in a multichannel retail environment (bricks and mortar stores and ecom) is preferable.
• Previous experience in implementing CRM campaigns at each stage of the customer lifecycle.
• Strong presentation skills.
• Previous experience working cross-functionally across departments.
• Experience managing external stakeholders (e.g., agency partners, brands).
• Understanding of customer databases and permissions, including GDPR.
• Understanding of response-driven design, copy, and creative.
• Understanding of on-brand marketing communications.
• Must be an excellent team player with the ability to build, foster, and nurture strong relationships.
• Natural ability to think creatively and outside the box.
• Self-confident with good presentation skills.
• Ability to work in a fast-paced environment.
• Strong attention to detail.
• Results-driven and commercially aware.
• Self-motivated, pro-active, and demonstrate strong organizational skills.
• Must have the right to live and work in the UK.

Skills

• CRM campaign implementation
• Customer segmentation
• Loyalty programme management
• Data analysis
• Communication strategy
• A/B testing
• Campaign optimization
• Stakeholder management
• GDPR understanding
• Presentation skills
• Organizational skills

Location

• Head Office, London

Work Type

• Full-time

Experience Level

• Senior

Benefits

• Information about benefits available on the company website.

About the Company

• Space NK is the ultimate curator of over 100 in-demand, innovative, and boundary-pushing beauty brands, serving as a go-to destination for worldwide beauty discovery.
• They have a flourishing community built through neighborhood stores, online presence, and a loyalty scheme.
• The customer is at the heart of everything they do, aiming to provide everything needed to explore, experiment, and enjoy their brands.

Equal Opportunity

• Space NK are an equal opportunities employer.