Chernese Holland
CRM Specialist
London
Summary
Results-driven CRM professional with 4+ years of hands-on experience in customer retention, email/SMS marketing, and data-led campaign strategy across the luxury, beauty, fashion, automotive, and music industries with proven ability to manage end-to-end CRM operations, enhance audience segmentation, and drive loyalty through high-impact, insight-led campaigns. Experienced in leading global CRM efforts that balance high-end customer engagement with measurable business impact.
Overview
5
5
years of professional experience
Work History
CRM Marketing Specialist
Lotus Cars
05.2024 - Current
- Lead CRM communications for global automotive campaigns including vehicle launches and nurture journeys.
- Plan and execute personalized email marketing across global markets, tailored to product availability and regional requirements.
- Collaborate cross-functionally to ensure brand consistency across all owned channels.
- Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decision making and used audience insights to shape segmentation and improve campaign performance.
- Produced high-performing campaigns such as the Jim Clark Edition awareness mailer which has been added permanently to the nurture programme due to demand.
- Developed customized reports for improved sales forecasting and accurate performance tracking.
CRM Executive
Universal Music Group
09.2023 - 05.2024
- Created and deployed CRM strategies to engage fan communities and promote artist releases.
- Built subscriber databases from scratch and maintained strong retention metrics.
- Supported artist event planning and stakeholder alignment.
- Enhanced customer relationships by implementing tailored CRM strategies and personalized marketing campaigns.
CRM Executive
PANGAIA
11.2022 - 08.2023
- Managed end-to-end BAU and automation email/SMS campaigns.
- Collaborated with Insights to optimize customer journeys and improve retention.
- Delivered performance reports to leadership and maintained cross-channel calendars.
- Managed regular updates of CRM software to maintain optimal performance levels and accommodate evolving business requirements.
CRM Executive
Brand Agency London
09.2022 - 05.2023
- Built tailored CRM segments and triggered flows to enhance customer lifetime value.
- Delivered regular campaign analysis and loyalty-focused initiatives.
- Provided CRM support across multiple consumer brands, including Ciaté, Lottie London, Skin Proud, and Hair Proud, ensuring tailored campaign execution and consistent customer engagement strategies.
Digital CRM Assistant
Charlotte Tilbury Beauty
11.2020 - 02.2022
- Effectively organized and prioritized tasks to ensure timely and efficient completion of CRM assignments.
- Demonstrated strong problem-solving skills both independently and within cross-functional teams.
- Executed targeted email marketing campaigns, including scheduled programmes and ad hoc sends, aligned with wider marketing strategies.
- Briefed and built CRM campaigns to ensure consistent messaging across platforms, using tailored audience segments derived from the database.
- Compiled and analyzed weekly database and campaign performance reports to inform optimization strategies.
Education
Digital Marketing Apprenticeship Qualification - Digital Marketing
WhiteHat
London11-2021
Skills
- CRM strategy development
- Email & SMS Marketing
- Data Analysis & Reporting
- Customer retention strategies
- Regulatory Compliance
- Voice of the Customer (VoC) Integration
- Customer Lifecycle Management
- Behavioral Targeting/Segmentation
- Cross-Functional Stakeholder Management
- CRM Platform Management (eg Salesforce CRM, Klaviyo, Emarsys, etc)
Timeline
CRM Marketing Specialist
Lotus Cars
05.2024 - Current
CRM Executive
Universal Music Group
09.2023 - 05.2024
CRM Executive
PANGAIA
11.2022 - 08.2023
CRM Executive
Brand Agency London
09.2022 - 05.2023
Digital CRM Assistant
Charlotte Tilbury Beauty
11.2020 - 02.2022
Digital Marketing Apprenticeship Qualification - Digital Marketing
WhiteHat
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