Job Description

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 to keep 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 to ensure 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

Qualifications

Alignment to our company values is the most important characteristic we look for in all new joiners. Our values are the behaviours that we appreciate above and beyond anything else. We are open-minded and curious, we dare to be different, we believe in constant improvement and we empower and trust you to take ownership. Our values are part of who we are, what we stand for and how we act.

What you need to succeed:

• Previous CRM experience working within the retail industry.
• Experience working with top tier ESPs/CDPs - knowledge of Emarsys is beneficial.
• Understanding of APIs, product feeds, third party AI tools.
• Previous leadership experience, leading a team of Email and CRM Specialists.
• Analytical - Data Analysis: The ability to collect, process, and analyse data to make informed decisions. This includes proficiency in statistical tools and software, understanding data trends, and presenting findings clearly.​
• Project management - The ability to plan, execute, and oversee projects. Skills include project planning, resource allocation, and risk management.​
• Operations management – The ability to oversee and improve business processes and operations. Skills include process optimization, resource management, and strategic planning. ​
• Quality assurance - The ability to ensure that products meet quality standards. Skills include testing, process improvement, and compliance with industry standards.​
• Financial management - The ability to manage financial resources, including budgeting, forecasting, and financial reporting. Skills include financial analysis, accounting, and strategic planning.

Additional Information

This is a full time Permenant contract based at our Regional Office in London

Benefits

We offer all our employees attractive benefits with extensive development opportunities around the globe. All our employees receive a 25% staff discount usable on all our H&M Group brands in stores and online. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here

In addition to this UK based colleagues also receive

• 25 days 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’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people who share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, what we perceive as possible and how we choose to relate to our colleagues and customers all over the world, therefore all diversity dimensions are taken into consideration in our recruitment process.

Brand Description

COS

COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.

In this role you will have some flexibility to work remotely however due to the high level of cross department collaborations approx. 4 days per week office presence is required to foster strong collaborations and team work.

Ready to apply? Click on the I’M INTERESTED link where you can upload your CV securely. Once we have received your application, we will keep you updated regularly about the status of your application so please look out for our email.

Please note this position is offered on a local contract, therefore you should have the legal right to work in the UK before applying. Other candidates are welcome to register their interest and we will keep you in mind for future opportunities.

We are looking forward to hearing from you!