CRM Coordinator - TOPSHOP

Working Here

Meetings, mood boards and strategy - it's all in a day's work here at head office. No time to sit back on our heels, this is the hub that powers everything we do. From fashion-forward designers to in-the-know buyers, our team at Topshop Topman HQ is unrivalled for talent. It's fast-paced, exciting and the perfect place to build a career in fashion. Join any part of the business, from Marketing to Finance, and you will shape the future of the most directional brands on the high-street.

The Job

We currently have an exciting opportunity for a CRM Coordinator to join our innovative Topshop Digital team. We have ambitious plans to grow CRM at Topshop and this role will be pivotal to the success. A role at TOPSHOP promises a fast paced, challenging and innovative working environment. The key to our success is our people, and becoming part of this inspiring team will be a really fantastic opportunity for the right person!


Working under the CRM Manager the main responsibilities of this role are to implement Topshop’s strategic CRM initiatives including; lifecycle programmes, customer profiles and segments, driving success through automation and segmentation. Taking these initiatives from initial scope and plan, through to implementation and analysis, testing to ensure high quality of all activity. To develop and maintain key reports on activity performance to better future activity.

Key Responsibilities

  • Plan and implement Topshop CRM strategy in line with overall brand and digital strategy.
  • Review and develop proposition of existing CRM programmes and lifecycle functionality. Continually optimizing all aspects based on learning’s from analysis and tests.
  • Launch innovative, best in class CRM programmes for Topshop, to acquire new and retain / reward customers across channels (e.g. Welcome, Reactivation, and Repeat Purchase).
  • Utilise data sources to identify new and innovative ways to market to our customer groups across new and existing marketing channels.
  • Support business goals and drive effective CRM decision-making across brand functions to improve overall customer experience.
  • Deliver insight and actionable recommendations in response to a variety of key business projects to impact planning, increase sales and drive customer retention.
  • Work with wider digital, trade and brand marketing teams to implement commercially viable and customer centric activity.
  • Lead CRM reporting on programmes and overall email performance on a weekly, monthly and ad-hoc basis.
  • Use knowledge gained through analysis to inform forecasts, budgets and CRM direction (short/long-term).
  • Assist in BAU email deployment when required.


Must Haves

  • Proven experience in CRM.
  • Experience executing CRM campaigns and leveraging data driven research & analysis to drive strategic direction, best practices and process improvements.
  • Experience in fashion / retail / marketing / digital preferable.
  • Experience dealing with multiple stakeholders, managing multiple projects and prioritising tasks to meet business and 3rd party deadlines.
  • Self-starter who takes ownership for their own projects and tasks with the ability to work quickly and efficiently with an excellent eye for detail and accuracy. Can-do attitude and great initiative.
  • Flexible and enjoy working in high pace, fast moving and changing environment.
  • Able to contribute fresh and innovative ideas.
  • Passionate about Topshop, trends, CRM and putting insights into action.
  • Proficient with Excel.
  • Communicative - strong interpersonal skills are required in a role where communication is key.

Added Extras

From bonus schemes to season ticket loans, that make your commute a little easier, we offer a range benefits here at head office. We make the most out of our staff discount across The Arcadia Group and a range of brands externally.

As well as this we have lots of exciting things that happen throughout the year, to say a big thanks for all the hard work our great teams put in.