Email + SMS Marketing Manager

Location London House of CB is a global fashion brand celebrated for its empowering, feminine designs and statement-making silhouettes. With a cult following built through powerful visuals, trend-defining campaigns, and a bold social media presence, we’re continuing to grow our team with people who share our passion for fashion, creativity, and excellence. We’re looking for a CRM expert to take ownership of House of CB’s email and SMS programmes, driving retention, repeat purchase, and customer lifetime value across our global community. JOB DESCRIPTION Sitting within our CRM and E-Commerce team, you’ll own the strategy, execution, and performance of our email and SMS channels. From campaign planning to lifecycle automations, segmentation, and testing, you’ll shape how our customers experience House of CB beyond the product — with messaging that feels personal, premium, and on-brand. KEY RESPONSIBILITIES Own the end-to-end CRM strategy across email and SMS, aligned to brand and commercial goals. Plan, build, and deploy campaigns, automations, and lifecycle journeys (welcome, abandoned cart, post-purchase, win-back, VIP). Develop a robust segmentation strategy to deliver the right message to the right customer at the right time. Drive a structured test-and-learn programme across subject lines, content, send times, and automation flows. Track and improve key retention KPIs — open rate, click rate, conversion, repeat rate, and customer lifetime value. Partner with Brand, Creative, and E-Commerce teams to ensure CRM activity is consistent with the wider customer experience. ABOUT YOU 5+ years of CRM or lifecycle marketing experience, ideally within a fashion, beauty, or lifestyle e-commerce business. Hands-on experience with Klaviyo (or a similar ESP) and SMS platforms. Strong analytical mindset — confident reading data and turning it into action. A natural collaborator who can work across creative, copy, tech, and trading. Strong understanding of segmentation, deliverability, and automation best practice. Passionate about building premium customer experiences that feel relevant, not generic. WHY JOIN US? Be part of a global fashion brand with a deeply engaged customer base, and the platform to build a world-class CRM programme. You’ll have the autonomy to shape strategy, the resources to execute it, and the visibility to see your work directly impact retention and growth.