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COS Email & CRM Specialist
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Email & CRM Specialist
About the Role
As an Email & CRM Specialist, you'll deliver and optimise CRM activity across Europe, driving customer growth, engagement, and loyalty through email, SMS, and digital channels. You'll oversee segmentation, testing, reporting, and CRM tools, guide a regional team, and collaborate cross-functionally to deliver commercial results, customer development, and an elevated customer experience.
Key Responsibilities
- Implement the regional CRM strategy by delivering effective email, SMS, loyalty, promotional, and data-growth campaigns that strengthen customer engagement and drive commercial performance
- Optimise segmentation across email, SMS, and digital channels to grow key audiences, improve retention, and support long-term customer value
- Deliver the CRM roadmap on time, adapting quickly to shifting business priorities to maintain momentum and ensure high-quality execution
- Support the achievement of core CRM KPIs, including traffic, sales, acquisition, retention, and subscriber development, across both online and stores
- Contribute to building, managing, and re-forecasting the CRM budget while keeping targets realistic and aligned with business needs
- Lead an always-on test-and-learn programme to generate ongoing insight, improve channel performance, and inform future CRM strategy
- Guide and oversee the Email & CRM coordinators day-to-day, ensuring CRM initiatives, optimisations, and BAU communications are delivered accurately and on schedule
- Enhance regional reporting to provide deeper customer insight and support data-driven decision-making across the business
- Stay informed on emerging CRM technologies, trends, and competitor approaches to drive innovation and strengthen the effectiveness of CRM programmes
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Qualifications
Company Values
Alignment to our company values is the most important characteristic we look for in all new joiners. Our values encompass:
- Open-mindedness and curiosity
- Daring to be different
- Constant improvement
- Empowering and trusting team ownership
Our values define who we are, what we stand for, and how we act.
Required Experience & Skills
- Previous CRM experience within the retail industry
- Experience with top-tier ESPs/CDPs, with knowledge of Emarsys being beneficial
- Understanding of APIs, product feeds, and third-party AI tools
- Previous leadership experience, including leading a team of Email and CRM Specialists
- Strong analytical abilities:
- Ability to collect, process, and analyse data to inform decisions
- Proficiency in statistical tools and software, understanding data trends, and presenting findings
- Skills in project management:
- Proficiency in project planning, resource allocation, and risk management
- Operations management experience:
- Abilities in process optimisation, resource management, and strategic planning
- Capability in quality assurance:
- Expertise in testing, process improvement, and compliance with industry standards
- Financial management skills:
- Experience in budgeting, forecasting, and financial reporting
- Proficiency in financial analysis and strategic planning
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Additional Information
Work Arrangement
- Full-time permanent contract based at the Regional Office in London
- Flexibility to work remotely, though 4 days per week office presence is required to foster strong collaborations and teamwork
Benefits
We offer our employees attractive benefits along with extensive development opportunities globally.
All employees receive:
- A 25% staff discount on all H&M Group brands in stores and online
- Inclusion in the H&M Incentive Program (HIP)
UK-based employees additionally receive:
- 25 days of holiday
- Discounts on everyday brands and leisure activities
- Retail Trust membership
- Pension scheme
- Discounted gym membership
- Cycle to work scheme
Inclusion & Diversity
At COS, we are committed to creating sustainable inclusive, diverse, and equitable workplaces. Our teams consist of people of varied backgrounds, enabling the combining and sharing of knowledge, experience, and ideas. A diverse workforce positively impacts how we address challenges, perceive possibilities, and relate to colleagues and customers globally. Diversity dimensions are carefully considered in our recruitment process.
Brand Description
COS
COS delivers ready-to-wear and accessories with an emphasis on exceptional quality, lasting design, luxury, craftsmanship, and innovation.
Job Location
Regional Office in London
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