The Works Stores Ltd

Customer Success Manager

• Help shape a more inspirational, content-led email programme that reflects our non-transactional website model and encourages customers to visit stores.
• Plan and schedule campaigns around trading priorities, key customer missions, seasonal moments and wider business objectives, ensuring every send feels relevant, purposeful and valuable.
• Create, build and optimise broadcast and automated email campaigns using our ESP, helping evolve the channel from product-led sends to more curated, editorial-style storytelling.
• Drive acquisition through onsite email capture overlay and lead generation initiatives that support CRM database growth and future customer engagement.
• Work closely with Brand, Creative, Buying and Merchandising teams to brief and deliver campaigns with a clear role, strong content hierarchy and a distinct point of difference for the email channel.
• Working with our Customer Data & Insights Executive, use campaign and customer performance data to identify trends, support A/B testing and continuously improve engagement, creative effectiveness and overall channel performance.
• Review performance at both individual email and wider campaign level, feeding back key product and campaign insights to relevant stakeholders and applying learnings to improve future activity.

CRM Executive