Job Title: CRM Executive Company: Diamonds Factory Location: London Reports To: Head of CRM Employment Type: Full-Time About Us: Diamonds Factory is a renowned luxury jeweller, celebrated for its exquisite craftsmanship and personalized jewellery. With a strong focus on customer satisfaction and bespoke experiences, we are committed to delivering high-quality pieces that resonate with our sophisticated clientele. Job Overview: We are seeking a highly motivated and skilled CRM Executive to join our team and support various CRM initiatives. This mid-level role will involve assisting in the development and execution of marketing communications across email and SMS, with a strong focus on growing customer retention and loyalty through a digital-first strategy. The CRM Executive will also play a key role in data collection and engagement, while supporting the briefing of data analysis to inform strategic decisions and targeted marketing efforts. Key Responsibilities: Marketing Communications: Assist in planning, executing, and optimising email and SMS campaigns using Klaviyo, ensuring timely delivery of personalised content that enhances the customer experience. Work with the marketing and creative teams to develop engaging, on-brand messaging and visuals that drive customer engagement. Assist in managing and implementing the international strategy, ensuring that communication and promotions are relevant, timely and localised. Monitor the performance of CRM campaigns, analyzing metrics such as open rates, click-through rates, and conversion rates, and make recommendations for improvement. Ensure all communications comply with GDPR and other relevant data protection regulations. Customer Retention & Loyalty: Support the development of strategies to increase customer retention and brand loyalty, primarily through digital marketing channels. Implement initiatives aimed at nurturing long-term customer relationships and increasing repeat purchases. Collaborate with the marketing team to design loyalty communications, promotions, and other tactics that encourage ongoing customer engagement. Work closely with the Head of CRM & Ecommerce team to implement and manage the referrals scheme, monitoring and improving on targeting, touch points and communication. Use customer segmentation to create targeted, personalised marketing campaigns. Customer Engagement & Data Collection: Assist in creating innovative ways to engage customers and gather valuable data through digital touchpoints. Ensure the accurate collection, storage, and use of customer data, contributing to a seamless customer experience across all channels. Identify opportunities to improve data collection methods to enhance personalisation efforts. Data Analysis & Strategic Input: Brief the data analysis team to ensure clear understanding of business objectives and CRM goals. Collaborate with data analysts to extract key insights from customer data that will inform strategic business decisions. Provide actionable insights based on CRM performance and customer behavior to guide future marketing efforts and product targeting. Monitor trends and customer behavior to identify new opportunities for engagement and retention. CRM System Support: Assist in maintaining and updating customer data within Zoho, ensuring accuracy and completeness. Support the alignment of in-store data with our central CRM system to create a unified customer view. Support store staff on CRM processes and best practices. Requirements: Bachelor’s degree in Marketing, Business, or a related field. 3-5 years of experience in a CRM, digital marketing, or customer retention role, ideally within the luxury retail sector. Proficiency in using CRM and email marketing platforms, especially Klaviyo. Strong understanding of customer lifecycle management and retention strategies. Data-driven mindset with the ability to interpret analytics and make data-informed decisions. Excellent communication and interpersonal skills, with the ability to work cross-functionally with marketing, creative, and data teams. Strong organizational and project management skills, with the ability to manage multiple campaigns simultaneously. Creative problem-solver with a passion for customer engagement and loyalty.