Senior CRM Manager - Luxury Fashion

I am partnered with a luxury fashion brand who are looking for a CRM superstar!

You’ll lead the development and delivery of their CRM strategy to drive retention, frequency and customer lifetime value. You’ll take ownership of customer insight, segmentation and reporting, translating data into actionable strategies that bring personalisation to life across all customer touch-points.

Salary – Up to £65k

Central London HQ / Office based 4 days a week

The Role

• Develop and implement regular reporting to understand customer behaviour, lifetime value and retention trends.
• Own and evolve customer segmentation strategy.
• Present clear, actionable insights that inform marketing, trading and brand activity.
• Own automated flows and lifecycle programmes.
• Develop the email marketing strategy and calendar, alongside the Marketing Manager.
• Own the day-to-day CRM communications plan.
• Introduce a clear testing framework and performance tracking approach to continuously improve engagement and conversion.
• Monitor industry trends and bring fresh thinking.
• Design, launch and manage a new loyalty or VIP programme.
• Partner cross-functionally to ensure CRM activity supports broader business objectives.
• Establish clear ways of working and scalable processes to build out a best-in-class CRM function.
• Manage a CRM Exec.

The Person

• Ideally at least 4+ years of experience in CRM, ideally within retail or ecommerce.
• Understanding of a HNW / Luxury / international customer base.
• Strong analytical skills with proven experience interpreting customer and campaign data.
• Hands-on experience with Klaviyo is desirable but not essential.
• Experience building automated flows, lifecycle campaigns and segmentation strategies.
• Demonstrated ability to launch or evolve a loyalty or retention programme.
• Commercially minded with the ability to balance brand and performance objectives.
• A proactive, collaborative and entrepreneurial approach, confident establishing new processes and building from scratch.