CRM Officer

Are you a data-driven, creative CRM expert who loves turning customer insights into impactful, measurable retention strategies that drive LTV? Do you get excited about crafting omni-channel campaigns, collaborating with creative teams to ensure journeys feel meaningful, seamless and brand-aligned, and making a real commercial impact?

If so, this iconic fashion group is looking for you... 

The CRM Officer will play a critical role in the CRM team to deliver highly engaging emails for the TK Maxx business in the UK, Germany and Austria. This role will be based in our Watford Head office, reporting into the Customer Relationship Manager. We have a hybrid working environment with 2 days minimum per week in the office required.

The CRM Officer will be responsible for executing the customer email strategy across TJX Europe. At a base level, this is a hands-on role that includes managing day-to-day execution, scheduling, and deploying customer email and push campaigns. Where this candidate will thrive is in bringing the campaigns to life through strategy, planning, and execution of winning digital trading plans and campaign management. 

The successful candidate will have a sound understanding of CRM principles, always taking a customer-first approach to drive long term consumer engagement. The person should be detail orientated and data-driven, demonstrating strong operational reporting and analytics skills to be able to provide recommendations for future activity.  

What you’ll do: 

Campaign Management: 

• Drive Strategy: Support CRM Manager to implement CRM campaign plans across Europe to drive revenue growth and participation across all three pillars of our CRM team: Commercial, loyalty and lifecycle management laddering up to overall business objectives. 

• Planning: Craft compelling, insight-led campaign omni-channel plans collaboratively with the team, balancing cross functional input and business priorities.  

• Management: Developing creative briefs and managing digital asset management timelines to ensure deadlines are met.

• Deployment: Managing campaigns within the ESP, selecting segments, scheduling sends whilst demonstrating high quality control - reviewing and completing checks prior to send - to make sure our campaigns are all accurate and delivered without errors. 

• Drive execution: Continuously identify opportunities to optimise the CRM channel communications to improve visibility an across all customer platforms. 

• Strategic Alignment: Work cross-functionally across departments to ensure the delivery of the overall strategic priorities. 

Relationship Management: 

• Build & develop strong relationships with key business partners including Loyalty, Brand Marketing, Paid Media, SEO, Ecommerce, Creative team, country marketing & IT. 

• Working with Zeta & Fresh Relevance to troubleshoot and fix any platform issues.

• Monitoring of customer database and collaborative management of this with the Customer Analytics team including hygiene & segmentation  

Monitoring Performance & Reporting: 

• Use our weekly performance reports to track effectiveness of emails campaigns and communicate these back to key stakeholders.

• Implement the agreed tests from our test & learn plan for emails, working with insights to assess the results and deliver recommendations. 

• Complete full post campaign analysis reports weekly, monthly, campaign based and communicate these back to key stakeholders. 

Process enhancements:  

• Supporting on customer facing and internal process improvements to improve the channel 

• Identify, troubleshoot, implement solutions and pro-actively iterate process and champion best practice at all times 

You’ll Be Great In This Role If You Have: 

• Experience working in a CRM role, preferably in ecommerce, email and/or push 

• German language skills would be a bonus 

• A passion for CRM, personalisation, and staying on top of industry innovation 

• A strong track record building multi-channel lifecycle campaigns using ESP/CRM platforms (Zeta is a plus!) 

• Confidence working with segmentation, customer insights and test-and-learn frameworks. 

• A commercial mindset understanding what drives £ per buyer, retention and purchase frequency. 

You must have the legal right to work in the country you are applying to.