CRM Specialist

About FARFETCH

FARFETCH is built around a passion for fashion and aims to be the worldwide destination for luxury fashion, bringing together creators, curators, and customers. The company describes itself as a positive platform for good, powered by a creative community of employees, partners, and customers. It values difference, individuality, and a wide range of skills and viewpoints, and promotes an inclusive workplace for everyone.

Team Overview

You would join the Marketing function, a group that combines creative thinking with analytical execution. The team focuses on surprising and engaging a global customer base through data-led decision-making, experimentation, and close collaboration.

Location

The role is based in London, England, United Kingdom. The London office is in Old Street, within the city’s tech district, and brings together teams such as Commercial, Marketing, and Creative. The workspace is designed for collaboration and includes an open-plan layout plus a large outdoor terrace for team lunches and events.

Role Summary

FARFETCH is seeking a CRM Specialist to shape and deliver customer relationship communications. The role centers on planning and launching acquisition and retention campaigns that increase engagement and help achieve commercial goals. It suits someone who thrives in a fast-moving environment, wants to contribute quickly, and has a strong interest in digital channels, personalization, and customer retention.

Reporting to the Senior CRM Manager, you will partner with marketing and commercial stakeholders to ensure CRM activity supports the wider business strategy.

Key Responsibilities

• Plan and deliver CRM activity across email, push notifications, and in-app messaging, aligned to trading priorities for full-price and promotional periods.
• Prepare campaign briefs for merchandising, creative, linguistics, and analytics partners using project management tools such as Monday.com.
• Build journeys and campaigns in the email service platform MoEngage.
• Check, proof, and send campaigns with a high level of speed, precision, and quality.
• Use data and segmentation logic to target audiences based on factors such as membership level, preferences, demographics, and other attributes.
• Improve campaign results through ongoing experimentation, including testing subject lines, creative formats, send frequency, and data science models.
• Track CRM performance and trends, then report findings to stakeholders.
• Coordinate with local teams to support regional priorities and with media monetisation teams for advertising placements within the CRM calendar.
• Help develop more personalised and automated campaigns using newer CRM capabilities and dynamic modular content to create more variations and improve relevance.
• Carry out regular analysis of CRM activity, draw conclusions from results, and define a test-and-learn roadmap for continuous improvement.
• Work with teams across Online Merchandising, Consumer Product, Data Analytics, Creative, Loyalty, and Private Client to launch initiatives that drive growth.
• Operate effectively in a reactive, high-speed environment to keep CRM performance moving forward.

Requirements

• Hands-on experience with MoEngage or another leading email service provider such as Bloomreach, Braze, or Responsys.
• Confidence presenting to senior stakeholders and explaining decisions with data and insight.
• Strong ability to work with performance data and convert it into practical recommendations.
• Proficiency with Microsoft Excel or Google Sheets.
• Comfort working under pressure and adapting quickly to changing business priorities.
• High energy, strong organisation, and excellent attention to detail.
• Motivation to drive improvements and change within an important, expanding business function.

Benefits

• Employee Pension Scheme.
• Flexible Benefits Program.
• Health Insurance and Critical Illness cover.
• Flexible work setup with 3 days in the office and 2 days working from home.

Equal Opportunity Statement

FARFETCH states that it is an equal opportunities employer and treats applicants fairly throughout recruitment. The company says it does not discriminate on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other protected characteristic under applicable law.

Fraud Notice

FARFETCH warns that fraudulent actors may attempt to impersonate the company during recruitment. Official hiring communication is conducted only through its careers website, and candidates are never asked to make any payment during the hiring process.

Data Processing Notice

The company notes that it may use AI tools to support parts of recruitment, including reviewing applications, analysing resumes, assessing responses, and identifying possible inconsistencies or verification signals. These tools assist the hiring team but do not replace human judgment, and final decisions are made by people. Candidates can contact the company for more details about data processing.