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Coordinator, CRM & Digital Marketing


London, LND, GB

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity.


Primary Purpose:

The CRM Marketing Coordinator is responsible for the planning, development, implementation and analysis of Coach Europe’s email programme and CRM campaigns. This role will involve supporting the Marketing Manager, Omnichannel, CRM & Clienteling and the wider marketing and e-commerce teams helping to drive customer retention and a consistent brand message Europe wide.



  • Manage the development and execution of a holistic strategy and roadmap for email marketing programmes.
  • Manage the email customer journey and implement consumer focused campaigns driving retention and engagement in both online & offline channels.
  • Manage the creation of all email campaigns and triggered marketing campaigns, performing A/B tests, testing and optimizing content across devices and tracking the results.
  • Create, maintain and optimize all email and automated programmes (e.g. transaction, trigger, etc.) to drive engagement, retention, loyalty and reactivation.
  • Execute email personalization, dynamic content and other optimisations to match the needs of each customer segment and drive engagement.
  • Work collaboratively with the Campaign and Reporting Analyst on the email calendar, the creation, scheduling and deployment of all email campaigns and identify key opportunities to maximize revenue potential and align with brand objectives.
  • Work closely with the Campaign and Reporting Analyst using data insights to optimize and continually develop email effectiveness.
  • Manage the on-going development of all CRM campaigns and track all KPIs including open rates, click through rates, conversion rates, ROI and work proactively to continuously improve them. 
  • Create monthly campaign performance analysis reports showing the overall results for email and make recommendations for future CRM programmes.
  • Grow and retain the Coach Customer database through the development of acquisition, retention and reactivation strategies centered around effective lifecycle management.
  • Work closely with the wider Coach team (E-Commerce, Buying, Retail & Outlet teams) to ensure campaigns are omnichannel and driving all business unit goals. 


The accomplished individual will possess...

  • Established CRM experience within a client or agency background
  • A solid understanding of CRM and online marketing practices, including email marketing, segmentation, lifecycle marketing, eCRM.
  • Previous email marketing experience along with performance analysis and reporting.
  • Knowledge of CRM and email marketing best practices and experience in planning and deploying multi-platform campaigns.
  • Excellent attention to detail and communication skills
  • Ability to develop and foster partner relations
  • Ability to interact successfully with diverse individuals at all levels
  • Ability to make prudent decisions under pressure and deadlines
  • Ability to multi-task projects with equal priority
  • Creative problem solver with strategic thinking skills and strong business acumen

Our Competencies for All Employees

  • Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  • Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
  • Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
  • Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

Our Competencies for All People Managers

  • Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
  • Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Coach at

Req ID:  61394

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