Senior CRM Executive

London, England, United Kingdom

1/17/2025

About Us

Urban is redefining wellness by bringing spa and clinic services directly to your doorstep. As a leader in at-home wellness experiences, we're committed to delighting our customers through innovative solutions and exceptional service. Join our dynamic and collaborative marketing team as a Senior CRM Executive and play a pivotal role in driving customer retention and engagement.

The Role

As a Senior CRM Executive at Urban, you will be at the heart of our customer retention efforts, using your creativity and analytical skills to develop and execute impactful CRM strategies. You'll work closely with our marketing and creative teams to ensure our communications resonate with our audience and align with our commercial objectives.

As a highly valued member of the team, you will also collaborate with other departments of the business (customer support, product, supply) to ensure a seamless customer experience around CRM-led campaigns.

You will report to the Head of Growth and work closely with the Head of Marketing.

Key Responsibilities

Customer Retention Strategy & Planning:

• You will contribute to the overall marketing plan along with the rest of the team by providing creative and commercially-sound ideas for campaigns meant to support retention and reactivation of our customer base. As a full member of the team, you will also be encouraged to contribute ideas for awareness and acquisition where applicable
• You will keep an eye out for seasonal opportunities to boost engagement in the calendar year and develop strategies accordingly
• You will fully own and manage the monthly ad-hoc CRM content calendar, ensuring it aligns with Urban's commercial goals, and the broader marketing initiatives
• You will help develop and implement cross-channel retention strategies, leveraging customer segmentation data. Internal communication channels include in-app messaging, emails, direct mail, push notifications, and our website
• You will provide informed opinions on promotional strategies, taking into account customer behaviour and business insights with support from the Head of Growth.
  
  
  

Campaign execution:

• You will be in charge of building and scheduling cross-channel campaigns. This will include defining and building customer lists based on behavioural data
• You will support other departments in their own needs by handling and managing internal CRM requests and adding them to the content calendar in an optimal way
  
  
  

Lifecycle Journeys:

• You will support the strategy and lead the design and execution of lifecycle marketing campaigns to engage customers at relevant stages of their journey with Urban
  
  
  

Reporting & Analytics:

• You will track and report on CRM and retention metrics, providing actionable insights to optimise campaign performance
  
  
  

Testing & optimisation:

• You'll stay up to date on marketing and CRM trends and won't hesitate to make suggestions on testing new ideas, using new communication channels or using new tools if you think this can be beneficial to customer retention
• You'll proactively run A/B tests on various aspects of CRM campaigns and track results with a view to optimise performance
  
  
  

Requirements

What We're Looking For

• Minimum 2 years experience in a similar role
• Commercially minded with a creative flair
• Strong analytical skills with the ability to interpret data and turn insights into actionable strategies
• Highly autonomous, and adaptable, with a strong work ethic
• Proactive and curious - we value everyone's ideas and encourage innovation
• Some technical proficiency and experience using a B2C CRM platform
• Proficient in Excel/Google Spreadsheet or a thirst to learn
• A team player and good communicator who thrives in a highly collaborative environment
  
  
  

Benefits

Why Join Urban?

• Work with a passionate and innovative team in an impactful industry
• Hybrid working - work where you feel best, with 1 day a week with the team in a Central London WeWork, and the option to work more from a WeWork if you'd like to
• Time to recharge - 25 days plus bank holidays, going up by one day a year (up to three days) after you've been with us for two years
• Enjoy Urban treatments at an exclusive rate, plus get a free treatment each year you're at Urban
• Enhanced parental leave - 12 weeks fully paid leave for expectant parents after one year of tenure
• Subscription to Health Shield for the coverage of some medical expenses
• 10 days of paid sick days in any 12 month rolling period, so you can feel better physically and mentally
• Pension scheme - with our pension scheme you can choose how much you'd like to contribute each month. We contribute 3%
  
  

Salary and working hours

• Salary: £37,000 - £40,000 depending on experience
• Full time, permanent
• Hours: 9am - 6pm, Monday to Friday