Job Description

We're looking for a proactive and detail-oriented eCRM Assistant to join CLOUD NINE and support the execution of our data-driven, automated email and SMS marketing strategy. This role is crucial to delivering a seamless customer journey, driving engagement, and enhancing customer satisfaction across all lifecycle stages.

Working closely with the eCRM & Loyalty Manager, you will support the daily setup, deployment, and reporting of CRM campaigns and automated journeys. This is a mid-level role, ideal for someone looking to grow their career in digital marketing, enjoys problem-solving, and is passionate about delivering exceptional customer experience.

This is a full-time role based on-site at our Harrogate Office (North Yorkshire, UK).

Key Responsibilities:

As part of the eCRM team, you'll help us deliver meaningful, personalised experiences to customers worldwide. You'll gain hands-on experience with leading platforms, work with a passionate team, and develop a career in an exciting, fast-paced digital environment. The main duties in this role will be:

Assist in the planning, building, and deployment of email and SMS campaigns, including automation flows and ad hoc sends. Maintain eCRM systems and data integrity to ensure accurate targeting, segmentation, and personalisation. Monitor customer journeys, ensuring smooth delivery and support performance tracking through correct tagging and reporting. Maintain operational and data compliance across platforms, aligning with internal systems and GDPR best practices. Support the execution of segmentation and personalisation strategies, optimising, ensure comms relevance and customer engagement. Work cross-functionally with internal teams and external agencies to ensure campaigns are delivered on time and to a high standard. Support inbox management for user queries and act as a first line of contact for eCRM platform queries and troubleshooting internally. Assist with regular campaign reporting and data analysis, contributing to the test-and-learn programme and continuous optimisation. Support eCRM manger in development of a centralised eCRM knowledge base and documentation of best practices for internal use. Keep up to date with eCRM trends, technical developments, and platform enhancements to improve campaign effectiveness.

Skills & Requirements

We're looking for someone who is both analytically minded and creatively driven, with a passion for customer marketing and a desire to grow in a fast-paced eCommerce environment.

Previous experience in a similar eCRM, digital marketing, or eCommerce role. Experience with an Email Service Provider (ESP) and in SMS marketing - confident building, testing, and deploying cross-channel campaigns. Understanding of eCRM principles - including customer segmentation, lifecycle marketing, personalisation, and automation flows. Basic data and analytics experience - familiarity with using data for targeting and reporting; Google Analytics or similar tools a plus. Knowledge of GDPR and data compliance - understanding of privacy regulations and best practice in data handling. Ability to interpret campaign results - and contribute to optimisation strategies (open rates, CTR, conversions, etc.). Understanding of customer behaviour across digital touchpoints, with interest in personalisation and customer experience. Familiarity with wider marketing tools and platforms (e.g., project management tools, product feeds, customer data platforms). Strong communication skills , being able to clearly present ideas, provide updates, and build relationships with internal teams and external partners, as well as being a confident writer and proofreader - able to contribute to or refine copy for email and SMS with a keen eye for grammar and tone. Comfortable briefing and collaborating with creative teams and agencies on content requirements, assets, and campaign delivery. Understanding of referral or loyalty programmes and basic design familiarity - experience using Canva, Figma, or similar tools, is helpful but not essential.

About CLOUD NINE & What We Offer

At CLOUD NINE, we put healthy hairstyling first. Our mission is to empower you to celebrate what makes you unique by delivering great hair without damage or despair. We're dedicated to providing quality products designed to protect your hair long-term.

We offer a generous and competitive package including:

25 days annual leave plus bank holidays, with the option to purchase more once a year. Flexible start/finish times and ability to work from home one day per week. Shorter working day on a Friday. Enhanced parental leave policies. Access to a heavily subsidised gym membership following probation. Health Cash Plan and life assurance policy. Paid voluntary 'Giving Back Days'. Access to a range of internal events and team activities.
The above job advert is a summary only, and if you have any questions about the role, or require any further information please reach out to careers@cloudninehair.com

Job Types: Full-time, Permanent

Schedule:

Monday to Friday
Ability to commute/relocate:

Harrogate HG2 8RE: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: eCRMAssistant