CRM Project Executive

We are looking for a CRM Manager to join Team OB in our Support Office. You will work with and report to the CRM & Marketing Automation Lead. This is a great role for someone who is looking for their first step up to CRM Manager. You will steer the email newsletter strategy, working with the campaign and merch teams to feed into topline campaign plans with historical learnings and performance trends. Also, you will own the automated email roadmap, ensuring the health and optimisation of existing automations and leveraging customer data to identify and develop new flows as well as driving development across other CRM touchpoints.

Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working with a split of 3 days in the office and 2 days home working per week, and are open to having conversations about working flexibly.

At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work.
They’re confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with kindness and humility.

An OB CRM & Email Manager will:
Oversee quality and performance of our email channel, CRM use cases, base health and retention marketing initiatives, with a focus on lifecycle status monitoring, predictive models, and identifying opportunities to improve customer engagement, conversion, and loyalty.
Represent the CRM team across the business, building strong stakeholder relationships, championing initiatives, and identifying cross-functional opportunities.
Review and highlight opportunities to optimise newsletters for engagement and conversion including secondary content, A/B testing, dynamic content and personalisation.
Where necessary, support CRM Executive with email execution
Work with the CRM & Marketing Automation Lead, development agencies, and internal design and content teams to strategise, optimise, and evolve CRM channels and touchpoints including transactional emails, sign up points, e-receipts, onsite product recommendations, promo codes, and data collection weblayers and surveys.
Ensure CRM and email channel compliance with data protection regulations, working closely with the external DPO and Head of Compliance to maintain high standards, follow correct processes, and complete necessary documentation.
Data mapping, integration & architecture; collaborate with the CRM & Marketing Automation Lead and technical partners to optimise existing integrations and develop new data streams and technical use cases relating to our CDXP, Bloomreach.
Manage and prioritise CRM technical tasks alongside the CRM & Marketing Automation Lead. Scope, ideate, and brief new CRM use cases to internal and external teams, writing clear, objective-led briefs focused on creating smooth, personalised customer journeys.
Lead end-to-end QA testing
Omnichannel lead generation, customer identification and loyalty use cases support – working closely with our Operations team and Omnichannel taskforce to ensure we maximise the use of our instore POS and e-receipt data, and overseeing any development work needed to create seamless omnichannel experiences
Generous employee discount up to 50% off all OB products
Free access to our 24 hour employee assistance programme with Care First – offering financial, emotional and vocational support
Flexible holiday – 33 days (including bank holidays) – increasing to 35 days with length of service
Annual discretionary profit related bonus scheme
Free membership for our Westfield Health Cash Plan or Private Medical
Auto-enrolment into our pension plan
Free access to our onsite gym
Cycle to work scheme
Refer a Friend incentive
Quarterly free lunch
Enhanced maternity, paternity, adoption and shared parental leave
Equity, Diversity and Inclusivity Voice network and EDI team
Mental Health First Aider support
Experience within an email marketing and CRM focused or similar role, preferably in a retail or ecommerce environment
In-depth understanding of CRM best practices with a proven track record of driving uplift in engagement and revenue from deployed use cases and campaigns
A proactive self-initiator with an action orientated but flexible approach, strong problem-solving skills and ability to thrive in a fast-paced environment
Experience supporting training and upskilling junior team members beneficial
Strong knowledge of customer data points, compliance best practices and technical principles
Experience utilising reporting tools - Tableau, GA4 and CDP reporting functionality beneficial

Equity, Diversity & Inclusion at OB
This promise is central to our work in equity, diversity and inclusion (EDI). It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.
Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme.
To read more about our ED&I commitments, head over to the EDI page on our website: