CRM Executive

We're the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.

By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.

The Role:

We are looking for an ambitious, driven and passionate CRM Loyalty Executive to join our fast-paced digital team. This role will be dedicated to supporting and developing Club New Look, our customer-facing loyalty programme.

You will play a key role in planning, executing and optimising loyalty communications and programme experiences across all touchpoints. Your goal will be to increase member engagement, grow loyalty participation, improve retention and ultimately drive revenue, app usage and in-store and online visits.

WHATS IN IT FOR YOU:

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Private pension scheme
• Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave.
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

What you'll be doing:

The CRM Loyalty Executive will be responsible for the day-to-day delivery, optimisation and performance of loyalty-focused communications and journeys across channels, reporting and insight generation, and supporting the CRM team with wider loyalty initiatives and strategic projects.

This role suits a confident multi-tasker who is customer-obsessed, commercially minded and excited about growing loyalty as a key strategic lever for New Look.

Key responsibilities include:

• Own the set-up, build and deployment of all Club New Look loyalty campaigns across email, push and in-app messaging—from creative briefing to audience selection, QA, testing and deployment.
• Support the evolution of loyalty lifecycle journeys, ensuring communications build long-term engagement, value and member advocacy.
• Utilise programme insight, customer data, segmentation and competitor analysis to optimise loyalty campaigns and member experiences.
• Generate new, innovative ideas for loyalty CRM testing—supporting A/B and multivariate testing to continually improve engagement and conversion.
• Brief, build, amend and maintain all loyalty-related customer communications, including benefit reminders, reward nudges and onboarding flows.
• Assist the CRM Manager with strategic loyalty projects, seasonal initiatives and new feature launches within Club New Look.
• Own loyalty reporting, monitoring weekly performance and identifying spikes, dips or opportunities—sharing insights and recommendations with the wider business.
• Ensure an omni-channel approach so loyalty moments are delivered consistently across email, push, app, web, social and retail.
• Work with trade, e-commerce, creative, brand marketing, app and retail teams to ensure loyalty mechanics and communications support broader business priorities.
• Provide support to assistant team members on CRM tools and platforms (e.g., Emarsys, Adobe, Odicci, Kickdynamic).
• Champion the voice of the loyalty customer internally, ensuring a seamless and rewarding end-to-end programme experience.

Who you are:

• 2+ years' experience in CRM or digital marketing, ideally with exposure to loyalty programmes, customer lifecycle marketing or retention strategy.
• Confident using CRM platforms (Emarsys experience is a plus).
• Highly organised with strong prioritisation skills.
• Proactive, driven and comfortable working independently.
• Methodical, logical and calm under pressure.
• Positive, solutions-focused mindset.
• Strong team player with a collaborative approach.
• Thrives in a fast-paced and varied environment.
• Excellent attention to detail in both data and creative delivery.
• Strong computer literacy including Microsoft suite; Adobe Creative Suite experience is a bonus.

Key Relationships (internal)

• CRM & Email Marketing Team
• Design & Content Teams
• Merchandising & Trading Teams
• App Team
• Marketing
• Retail Teams
• IT, Business Intelligence & Finance

Why New Look?

We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We're proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.

We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.

We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.

Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process.