CRM Executive

Hush is an ambitious and distinctive fashion brand, with plans to double the business over the next few years. Founded 21 years ago, we are now established as one of the UK’s leading online fashion retailers. We employ around 130 employees across head office and retail, creating and selling a beautiful range of women’s clothing and accessories characterised by effortlessness, simplicity and a laidback sense of style. Despite the challenges to the retail industry, Hush has continued grow – and our company culture still reflects our entrepreneurial roots and relaxed aesthetic. We love hard-working and talented people with a can-do attitude and a passion for what they do.

About the Role

We are seeking a talented and ambitious CRM Executive who is passionate about customer behaviour and driven by data-led decision making. This is an exciting opportunity to grow your skill set in a fast-paced retail environment and play a key role in optimising the performance of our CRM activity across both campaign and automated communications.

You will be responsible for the day-to-day execution of email campaigns, including planning, briefing, testing and reporting. You will also support the wider CRM strategy by delivering insight-led recommendations and working across email, automations and customer research. This role will involve close collaboration with creative, brand, editorial and data teams to ensure campaigns are engaging, targeted and commercially effective.

This is an ideal role for someone who is analytically minded, commercially aware and eager to develop their expertise in CRM and customer marketing within a creative, data-driven environment.

What You’ll Do

• Manage the day-to-day email marketing calendar, ensuring timely, on-brand campaign delivery in collaboration with design, brand and content teams
• Brief, build, test and schedule email campaigns using Klaviyo, applying best practice in deliverability, mobile optimisation and accessibility
• Own the CRM campaign test plan, designing and executing A/B and multivariate tests to optimise subject lines, creative formats, content hierarchy and segmentation strategies
• Set up and maintain automated flows across the customer lifecycle (welcome, post-purchase, lapsed etc.), ensuring relevancy and performance
• Analyse campaign performance across email and direct mail, delivering clear, actionable insights to improve engagement, conversions and retention
• Produce weekly and monthly reports covering key CRM KPIs including open rate, click-through rate, revenue, incrementality and year-on-year comparisons
• Use built-in CRM reporting tools and Google Analytics to track performance, monitor customer journeys and identify opportunities for optimisation
• Use customer data, preferences and past campaign results to inform creative briefs and customer targeting, embedding personalisation and relevance at every stage
• Work alongside the BI team to deepen customer insight and support broader CRM strategies
• Monitor lifecycle campaigns and proactively identify opportunities to better engage new, lapsed and loyal customers through timely, personalised content
• Maintain awareness of competitor CRM activity and industry trends, sharing regular updates and recommendations with the wider team
• Continuously explore new ways to enhance customer engagement and lifetime value through data, testing and insight