CRM Manager - Luxury Retailer

This is a globally renowned luxury retailer. With a rich heritage and an unwavering commitment to craftsmanship and exceptional customer experiences, they continue to set the standard for prestige and excellence in their market industry.

The Role

We are seeking a dynamic and strategic CRM Manager to lead our customer engagement and retention initiatives. Based at our head office, this pivotal role will be responsible for driving customer loyalty, optimizing retention strategies, and ensuring meaningful activations across our database. With one direct report (CRM Analyst), you will oversee data-driven insights and campaign execution, ensuring a best-in-class customer experience that aligns with our luxury positioning.

Key Responsibilities - CRM Manager

1. Customer Engagement & Retention
   Develop and execute a high-impact CRM strategy to increase customer engagement, retention, and lifetime value.
   Implement personalized communication strategies that enhance the customer journey and brand affinity.
   Drive segmentation, targeting, and loyalty strategies to create tailored experiences for high-net-worth clientele.
   Oversee VIP and high-spender programs, ensuring seamless engagement and reactivation initiatives.
2. CRM Campaigns & Activation
   Lead the planning and execution of CRM campaigns, including email, SMS, direct mail, and in-store activations.
   Work closely with marketing, retail, and e-commerce teams to ensure omnichannel alignment.
   Optimize automation and personalization strategies to enhance conversion and customer experience.
   Leverage customer insights to refine reactivation and retention tactics for lapsed customers.
3. Data & Performance Analytics
   Oversee CRM data management, ensuring accuracy, compliance, and actionable insights.
   Analyse customer behaviour, segmentation performance, and campaign results to inform strategy.
   Work closely with the CRM Analyst to create reports, dashboards, and predictive models that support decision-making.
   Utilize customer insights to recommend strategies for improving loyalty and purchase frequency.

What You Bring

1. Proven experience in a CRM Manager or Loyalty role within luxury retail, jewellery, watches, or high-end fashion.
2. Strong leadership skills with experience managing and mentoring a team.
3. Expertise in CRM tools (e.g., Salesforce, Emarsys, Adobe Campaign, or similar).
4. Deep understanding of customer segmentation, retention, and lifecycle marketing.
5. Data-driven mindset, with the ability to translate analytics into actionable strategies.
6. Exceptional communication and stakeholder management skills.
7. Passion for luxury retail and delivering an exceptional customer experience.

Why Join Us?

1. Work with an iconic luxury brand in a strategic, high-impact role.
2. Lead CRM innovation and shape customer engagement strategies.
3. Collaborate with a passionate and high-performing team.
4. Competitive salary, benefits, and career development opportunities.

If you are a results-driven CRM Manager/Expert with a passion for luxury and customer engagement, we would love to hear from you. Apply today to be part of our journey in redefining the luxury retail experience.