Email & CRM Manager

We’re looking for a CRM Manager to take ownership of our email channel, from pre-purchase flows through to retention and advocacy.

You’ll play a key role in shaping how we communicate with our community, building thoughtful, well-timed journeys that feel personal and considered. From automated flows to campaigns and newsletters, you’ll help bring consistency and clarity to the way we show up across the customer lifecycle.

While you will be the main person dedicated to CRM, you’ll work closely with the founders and wider team across marketing, creative and product. This is a hands-on role with real ownership, but also collaboration and support as we continue to build the function together.

We’re looking for someone who enjoys both the strategic and executional side of CRM, from planning the calendar to building and optimising flows, and who is excited to grow within a small, fast-moving team.

Strategy and Channel Ownership Define and own the CRM strategy across the full funnel, from first email capture through to long-term retention and advocacy Build and evolve segmentation across lifecycle stage, purchase behaviour, geography and key categories such as bridal, fine jewellery and gifting Develop a personalisation and automation roadmap to ensure communications feel relevant, thoughtful and well-timed Contribute to list growth by identifying acquisition opportunities across the website and wider brand touchpoints

Flows and Automation Build, own and continuously optimise core lifecycle flows including welcome, browse and cart abandonment, post-purchase, win-back and VIP Manage the Klaviyo ecosystem (flows, segments, lists, templates and triggers) with a focus on clarity and performance Leverage Shopify data to personalise messaging and identify opportunities to improve conversion and retention Monitor list health, deliverability and compliance

Campaigns and Newsletters Plan and execute email campaigns end-to-end, from concept and copywriting through to build and send Write newsletters and editorial emails that feel considered and engaging, beyond purely promotional messaging Own the CRM calendar and align send cadence with the wider brand and trading calendar Lead CRM for key moments including collection launches, Valentine’s Day, Mother’s Day, Black Friday and bridal season Collaborate on creative assets where needed to ensure consistency with the brand

Reporting and Optimisation Track and analyse CRM performance (open rates, click rates, revenue, repeat purchase, unsubscribe trends) Run ongoing testing across subject lines, timing, content and segmentation Share clear, actionable insights with the founders and translate learnings into next steps

Who You Are 3 to 4 years of experience in CRM or email marketing, ideally in DTC, fashion or luxury Strong hands-on experience with Klaviyo (required) Comfortable working within a Shopify ecosystem and using data to inform decisions Enjoy both thinking strategically and executing day-to-day Confident working in a small team with direct exposure to founders Interested in design-led brands, fine jewellery or the luxury space

Nice to Have Fluent in French