Email & CRM Specialist

Role overview

As an Email & CRM Specialist, you will own and improve CRM activity across Europe, helping increase customer growth, loyalty and engagement through email, SMS and other digital channels. This role involves working on segmentation, testing, reporting and CRM platforms, while also supporting a regional team and partnering with different functions to deliver commercial impact and a better customer experience.

Key responsibilities

• Roll out the regional CRM plan by executing effective email, SMS, loyalty, promotional and data-acquisition campaigns that improve engagement and support sales performance.
• Refine audience segmentation across email, SMS and digital touchpoints to expand key customer groups, strengthen retention and increase long-term customer value.
• Keep the CRM roadmap moving forward on schedule, adjusting quickly when business priorities change to ensure strong, timely delivery.
• Support delivery of important CRM goals such as traffic, sales, acquisition, retention and subscriber growth across both online and store channels.
• Help manage, build and reforecast the CRM budget so targets remain practical and aligned to the business plan.
• Run a continuous testing and learning programme to uncover insights, improve channel results and shape future CRM direction.
• Oversee the day-to-day work of Email & CRM coordinators to make sure CRM projects, optimisations and business-as-usual communications are delivered accurately and on time.
• Improve regional reporting so the business gains clearer customer insight and can make stronger data-led decisions.
• Monitor new CRM tools, market trends and competitor activity to encourage innovation and keep CRM performance strong.

Requirements

• Prior experience in CRM within the retail sector.
• Experience using leading ESP and CDP platforms; familiarity with Emarsys is a plus.
• Working knowledge of APIs, product feeds and third-party AI tools.
• Proven leadership experience managing Email and CRM Specialists.
• Strong analytical ability with the capability to gather, interpret and present data clearly.
• Solid project management skills, including planning, coordination, resource allocation and risk control.
• Good operational thinking with the ability to improve processes and manage business workflows effectively.
• Understanding of quality assurance practices, including testing and process improvement.
• Ability to support budgeting, forecasting and financial reporting.
• A work style aligned with the company’s values of curiosity, openness, innovation, ownership and continuous improvement.

Benefits

• Full-time permanent role based at the regional office in London.
• Ability to work remotely with approximately four days per week expected in the office due to cross-team collaboration needs.
• 25% employee discount across all H&M Group brands in stores and online.
• Membership in the H&M Incentive Program (HIP).
• 25 days of holiday for UK-based colleagues.
• Discounts on everyday brands and leisure activities.
• Retail Trust membership.
• Pension scheme.
• Discounted gym membership.
• Cycle-to-work scheme.

Eligibility

This opportunity is open to candidates who already have the legal right to work in the UK. The role is offered on a local contract. Candidates from other locations may still express interest and be considered for future opportunities.

About the brand

COS creates ready-to-wear clothing and accessories with a focus on high quality, durable design and an elevated aesthetic. The brand combines craftsmanship, innovation and a modern fashion perspective.

Additional information

This position is a full-time permanent contract and is based at the regional office in London. A hybrid working setup is available, but due to the need for close collaboration across departments, around four days per week in the office are required. Applicants should use the online interest link to submit their CV securely. After applying, candidates will receive regular updates by email regarding their application status.

Inclusion and diversity

The organisation is committed to building an inclusive, diverse and equitable workplace. Recruitment decisions are made with all diversity dimensions in mind because varied perspectives and experiences help strengthen teamwork, problem-solving and customer connection worldwide.