Lifecycle Lead

Harrods; Greater London; On-site; GBP 40,000 - 80,000; Full time

Job description

Lifecycle Lead

We have an exciting opportunity for a Lifecycle Lead to join our Digital team here at Harrods. You will support the Retention Manager to develop and execute a comprehensive customer lifecycle automation strategy that aligns with Harrods' overall marketing priorities and enhances the customer journey.

About the Role

As the Lifecycle Lead, you will play a crucial role in enhancing our customer relationship management strategy by leading the design, implementation, and optimisation of triggered and automated marketing campaigns. You will also:

1. Lead the planning, development, and execution of automated marketing campaigns, including email, SMS, push, and in-app messaging, to target customers at key moments in their Harrods lifecycle.
2. Utilise data and insights to create targeted campaigns that resonate with different customer segments, focusing on personalisation and relevance to drive response rates.
3. Work closely with cross-functional teams, including Loyalty, Marketing, Digital Trade, IT, and Analytics, to ensure a seamless customer experience across all touchpoints.
4. Develop and maintain best practices for CRM data management, campaign execution, and reporting.

About You

We are looking for someone who is a strategic thinker with a deep understanding of CRM systems, marketing automation tools, and the luxury retail landscape. The ideal candidate will have a proven track record of driving customer engagement, loyalty, and sales through sophisticated automation strategies leveraging a range of digital channels. You will also have the following:

1. Previous experience in CRM, marketing automation, or other relevant roles, including experience managing others within these functions, able to set priorities and manage workloads.
2. Strong communication skills and attention to detail, confidence in presenting and justifying your proposals and performance to senior stakeholders across the business.
3. Be commercially minded, able to forecast and budget campaigns and operational costs in your team.
4. Positive, can-do attitude, comfortable with problem solving, dealing with ambiguity, and being adaptable.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

In return, you’ll receive an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants), and a season ticket loan.

Uniquely You

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.

At Harrods, we believe the personality and authenticity of our people set us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook, or follow us on Instagram @togetherharrods.

Additional Information:

Time Type: Permanent

Department: CRM (Alex Dang)