CRM Automation Specialist

• Build and optimise Automated Email and SMS flows using Klaviyo. Covering the full customer lifecycle
• Lead the build of new customer journeys and CRM automation flows to support NPD launches
• Maintain and continuously improve existing flows based on performance insights, customer behaviour, and commercial priorities
• Write and edit HTML and CSS to customise email templates, improve responsiveness, and maintain brand consistency
• Troubleshoot technical issues and optimise emails for deliverability and performance
• Build and manage advanced audience segments using customer behaviour, purchase history, and sales data
• Plan and execute A/B and multivariate tests across subject lines, content, timing, channels and automation logic
• Monitor and report on CRM performance metrics including open rate, CTR, conversion, churn, and LTV, turning insights into actionable optimisation
• Optimise key lifecycle journeys including browse abandonment, acquisition, post-purchase, reviews, loyalty, OTPs, reminders, and reactivation
• Collaborate with Product, Digital, E-commerce, Tech, Brand, and Insights teams to ensure CRM journeys are optimised and aligned with on-site experience, subscription mechanics, and commercial goals
• Work with Brand and Digital teams to ensure CRM content aligns with tone of voice and brand guidelines
• Translate business and commercial objectives into scalable, customer-centric CRM solutions

• Strong hands-on experience with at least one major CRM/ESP platform (e.g. Klaviyo, Braze, Bloomreach, HubSpot), particularly building and managing automated flows
• Solid HTML and CSS skills for email development
• Strong analytical skills with the ability to interpret CRM performance data, and experience of using data to drive optimisation
• Good understanding of lifecycle marketing, customer journeys and automation logic

Experience with SMS and / or broader omnichannel CRM strategies