ME+EM on cord

ME+EM

Head of CRM

External position
London, UK
Hiring internally for ME+EM?
Fashion · E-Commerce · Retail
British modern luxury.
Posted
8 hours ago
Checked
cord regularly checks that external positions are still open
7 hours ago

Skills & Experience

Job roles: CRM Manager
Experience level: Lead, Leadership
Core skills considered: Account Management, Business Analysis, CRM, Customer profiling
Other skills considered: Customer service, Customer support, Customer feedback management, Stakeholder Management

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: FTC
Remote working: On-site
Visa sponsorship: Not available

Job Description

ME+EM has one of the most loyal customer bases in British fashion, with word of mouth our number one driver of brand awareness and our VIP customers representing 50% of revenue. We also have a significant opportunity to re-engage lapsed customers and encourage customers to shop across our different price tiers, where cross-tier purchasing delivers three times the lifetime value.

As Head of CRM, you will turn this opportunity into sustainable commercial growth by building a best-in-class retention, loyalty and customer advocacy strategy. You will play a pivotal role in reducing our reliance on acquisition spend, deepening relationships with our most valuable customers and creating more personalised, relevant experiences across every touchpoint.

This is a strategic, hands-on leadership role with responsibility for CRM strategy, technology, customer insight and team development. You will lead the evolution of our CRM capabilities, strengthen our VIP and advocacy programme, and establish a more sophisticated approach to customer segmentation, lifecycle marketing and omnichannel engagement.

Working closely with senior stakeholders across Brand, Product, Ecommerce, Retail and Customer Experience, you will ensure customer insight informs commercial decisions and that every interaction strengthens the relationship between ME+EM and our customers.


Responsibilities


CRM Strategy & Commercial Growth

  • Own and deliver the CRM strategy across retention, reactivation, loyalty and customer lifecycle marketing, with clear commercial targets and measurable outcomes.
  • Develop strategies to increase repeat purchase, customer lifetime value and cross-tier shopping behaviour.
  • Own the retention budget and forecasting, making data-led investment decisions to maximise return.
  • Partner with Retail and Customer Experience to develop a compelling VIP and advocacy programme that drives loyalty, referrals and repeat purchase.
  • Champion the customer perspective across the business, influencing commercial decisions through actionable customer insight.

CRM Technology & Channel Development

  • Own the CRM technology stack and partner ecosystem, ensuring it supports the business as it scales, including CDP implementation and CRM automation platforms.
  • Review and evolve ME+EM's book strategy, building on its historical success while identifying opportunities for the future.
  • Expand the CRM channel mix across email, SMS and push notifications, ensuring communications are relevant, coordinated and commercially effective.
  • Lead CRM localisation strategies to support international growth, including French and German website launches and non-English language communications.
  • Partner with Performance Marketing to align paid retention activity with CRM, creating a joined-up customer engagement strategy.
  • Scale personalisation, dynamic content and automated lifecycle journeys, including triggered communications and low-stock alerts.

Customer Analytics & Insight

  • Own customer retention metrics across the business, including churn, reactivation, repeat purchase and lifetime value by segment.
  • Lead customer segmentation beyond traditional RFM models, incorporating behavioural, attitudinal and cross-tier purchasing insights.
  • Establish and lead a Voice of Customer programme, translating feedback into actionable improvements with clear visibility at senior leadership level.
  • Partner with the Head of Product Insights to share customer behaviour, preferences and feedback that inform product and trading decisions.

Retail & Omnichannel

  • Define how CRM supports physical retail, including store openings, clienteling and local customer activation.
  • Equip store teams with relevant customer insight to strengthen local relationships and drive engagement.
  • Map and optimise the omnichannel customer journey, creating a seamless experience across stores and digital channels.
  • Work with the Retail and Customer Experience Director to develop and deliver a VIP strategy focused on attracting, retaining and delighting our most valuable customers.

Team Leadership & Collaboration

  • Lead, develop and inspire the CRM team, building the capabilities and structure needed to support future growth.
  • Manage external partners with commercial rigour, clear accountability and a focus on performance.
  • Build strong relationships across Brand, Product, Ecommerce, Retail and Customer Service, driving progress through collaboration and influence.
  • Work in close partnership with the Head of Product Insights, sharing customer retention data and behavioural insight to inform product strategy, while using category and market intelligence to strengthen CRM activity.

Skills

  • Proven experience in a senior CRM, Customer Retention, Loyalty or Lifecycle Marketing leadership role, ideally within retail, ecommerce, fashion or luxury.
  • A strong track record of delivering commercial growth through customer retention, reactivation, loyalty and lifecycle marketing.
  • Experience developing VIP, customer advocacy and referral programmes that drive measurable business results.
  • Strong understanding of customer segmentation, behavioural analytics, personalisation and customer lifetime value.
  • Experience owning or evolving CRM technology platforms, CDPs and marketing automation tools, with the ability to maximise their commercial impact.
  • Demonstrable experience developing multichannel CRM strategies across email, SMS, push notifications and paid retention.
  • A strong commercial mindset, with experience managing budgets, forecasting performance and measuring return on investment.
  • Excellent analytical skills, with the ability to translate customer data and feedback into clear, actionable recommendations.
  • Experience supporting omnichannel customer journeys and working closely with retail teams to connect digital and physical experiences.
  • A confident and collaborative leader, comfortable influencing senior stakeholders and bringing teams together around shared commercial objectives.
  • Strong communication and stakeholder management skills, with the ability to balance strategic thinking with hands-on delivery.
  • Experience supporting international growth and localising customer communications across different markets would be advantageous.

Company Benefits

  • 25 days annual leave + 8 bank holidays and a day off to celebrate your birthday
  • Discretionary annual bonus scheme
  • Generous Staff Discount of up to 70% off and Sample Sales
  • Generous Friends and Family Discount
  • Company Pension Scheme
  • Employee Assisted Program (EAP) offering annual health checks, financial wellbeing support and physical and mental wellbeing services
  • Length of Service Awards
  • Employee referral incentive
  • Monthly social and wellbeing events, annual summer and Christmas parties
  • Mental Health Awareness and First Aid Training
  • Cycle to work scheme
  • Volunteer Day
  • Tech scheme with Curry's PC worldAnnual Eye Care Voucher for a free eye test and money off glasses frames with Specsavers
  • Real Living Wage Employer
  • Enhanced maternity and paternity package after 2 years of service</
Head of CRM at ME+EM
Position posted 8 hours ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
Message Alex Yeates at Starling Bank
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