CRM Exec - Planning & Insights

CRM Executive - Planning & Insights (6 months FTC)

Location: Hybrid – 3 days a week at Mint House, Royston, Hertfordshire

As we continue our mission to make people happy through chocolate, we’re looking for a Marketing Executive – CRM Planning & Insights to join our CRM team on a 6 month FTC. This role is a key support function within the CRM team, focusing on planning, reporting and insight generation. You’ll work closely with colleagues across Campaigns, Insights, Loyalty and other teams to build and maintain a robust CRM campaign calendar, support with channel planning, and deliver post-campaign analysis that drives continual improvement. Your work will help shape our customer strategy and ensure campaigns are insight-led, timely, and effective. As well as a competitive salary and company benefits, you’ll receive 50% discount on all products.

What You’ll Be Doing…

• Support the CRM team in planning and building the CRM campaign calendar aligned to wider business initiative
• Populate and maintain cross-channel campaign and content plans, ensuring visibility and alignment across teams
• Respond to internal campaign briefs with insight-driven CRM solutions and planning recommendations
• Collaborate closely with the wider marketing and trading teams to coordinate CRM support for key initiatives
• Conduct post-campaign analysis (PCA), highlighting performance against KPIs and drawing out actionable insights
• Generate customer and performance insights to inform campaign strategies and future planning
• Support in building business cases and make strategic recommendations based on data and performance trends
• Contribute to test-and-learn strategies by analysing results and suggesting optimisation opportunities
• Use platforms such as Ometria (or similar CMPs) to build reports, extract data and support planning
• Support with day-to-day CRM operations and BAU tasks, including responding to internal queries and ensuring smooth campaign delivery

Who You Are…

You have 1–2 years of experience in a marketing or CRM support role, ideally in a retail or ecommerce environment. You’re data-savvy with a strong understanding of performance metrics and customer insights. You enjoy turning data into stories and actions, and can confidently make recommendations. You’re highly organised with a sharp attention to detail and a love for planning. You're collaborative, proactive and comfortable working in a reactive trading environment. Experience with platforms such as Ometria, Google Analytics, or similar is a plus.

Who We Are…

We’re one of the UK’s favourite premium chocolate brands, with a range of products spanning luxury gifts, alcohol, and our pioneering drinking chocolate system, the Velvetiser™. A cacao pod takes years to grow – it can’t be rushed if it’s going to be just right for our products. The same can be said for Hotel Chocolat, which originally started as a mint production company before we realised it was luxury chocolate that we were really passionate about. Now, we’re market leaders in the industry. What began as an online-only business grew to 135 stores across the UK, and we’re still growing… Today, we’re multi-category, multi-channel, and multi-territory, and our customers, colleagues, cacao farmers, and suppliers all benefit from the success we make together. To learn more about us and read about our People Pledge – our commitment to equality, diversity, and inclusion – click here: hotelchocolat.com/uk/engaged-ethics/our-people