Halfords

About us 

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment. 

The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly. 

If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far. 

The role 

As a Senior CRM Executive, you take pride in leading the development of dynamic, personalised campaigns that engage customers and drive loyalty across email, SMS, and direct mail. 

You’re confident collaborating across marketing, loyalty, digital, and trading teams, taking ownership of campaign strategy from concept to execution. With strong analytical skills and a data-first mindset, you use segmentation, testing, and performance insights to continually optimise and push CRM performance forward. 

To you, it’s the opportunity to play a key role in shaping a first-class CRM programme, combining creativity, technology, and customer insight to deliver the right message at the right time, every time.  

Key responsibilities 

• Lead the planning and execution of customer communications across email, SMS, and direct mail, working cross-functionally with Digital, Category, Loyalty, and Marketing teams to deliver integrated campaigns. 

• Partner with the CRM Manager to shape strategic campaign approaches, taking ownership from concept through to deployment. 

• Drive the optimisation and ongoing development of Loyalty communications, using advanced personalisation techniques to influence member behaviour and increase engagement. 

• Leverage the latest innovations in CRM technology to build dynamic, data-driven campaigns, applying a robust test-and-learn approach to enhance performance and efficiency. 

• Utilise sophisticated segmentation strategies to target the right messages to the right customers, ensuring relevance and protecting contact frequency. 

• Design, implement, and analyse multivariate testing to inform future communications strategy. 

• Monitor and audit campaign data to ensure accurate targeting, inbox deliverability, and maximised ROI. 

• Lead performance reviews at campaign, weekly, and periodic levels, translating insights into actionable recommendations for continuous improvement. 

• Ensure seamless CRM execution across all channels, acting as a brand guardian and championing tone of voice and creative consistency. 

• Collaborate with creative agencies to ensure all communications are accessible, compelling, and aligned with brand guidelines. 

• Manage campaign builds within the CRM platform, ensuring quality and accuracy through rigorous QA and proofing processes. 

• Conduct competitor benchmarking to identify and implement best-in-class CRM practices. 

• Contribute to the evolution of the Group CRM strategy, identifying new opportunities and supporting broader programme development. 

• Act as a super-user and subject matter expert across all CRM tools and platforms. 

• Support wider CRM initiatives as needed, bringing leadership, insight, and a proactive mindset to cross-functional projects. 

About you  

• Degree-educated, ideally in a numerate or analytical discipline, with a strong understanding of customer and data-driven marketing principles. 

• Proven experience in a CRM or Email Marketing role, ideally within retail or services; experience with multichannel campaigns across email, SMS, and direct mail essential. 

• Proficient in CRM platforms and Email Service Providers—hands-on experience with tools like Cheetah Digital/Marigold Marketing 

• Suite highly advantageous. 

• Demonstrated success in building and delivering complex, multi-touch campaigns using segmentation, personalisation, and automation. 

• Highly analytical with strong numeracy skills and a data-first mindset—confident working with customer data to define audiences, track performance, and inform decision-making. 

• Exceptional attention to detail and a strong sense of ownership over the accuracy and quality of campaign output. 

• Excellent communication and copywriting skills, with the ability to adapt messaging for a range of audiences and channels. 

• Highly organised, capable of managing multiple projects simultaneously in a fast-paced and agile environment. 

• A proactive problem-solver, comfortable navigating ambiguity and driving solutions independently. 

• Deeply customer-focused, with a passion for delivering the right message at the right time to enhance the customer experience. 

• Positive, can-do attitude with a strong drive for results and continuous improvement. 

• Collaborative and commercially aware, with the ability to work cross-functionally and align CRM activity with broader marketing and business objectives. 

Reward & benefits  

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave. 

• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations. 

• We offer hybrid working with a blend of working in our Support Centre and from home.   

• You will have access to a wealth of employee discounts across the Halfords suite of products and services.  

• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords. 

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family. 

At Halfords, we operate a hybrid working policy with 3 days on site at our Support Centre in Redditch, Worcestershire.