At a Glance
- Tasks: Lead the evolution of customer communications and design engaging customer journeys.
- Company: Join Burberry, a creative and values-driven luxury brand.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Collaborative role with excellent career development opportunities.
- Why this job: Shape the future of customer experience in a dynamic, innovative environment.
- Qualifications: Strong CRM expertise and experience in lifecycle marketing required.
The predicted salary is between 70000 - 90000 € per year.
At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today. We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values‑driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.
This is a pivotal role at the heart of Burberry’s customer transformation. With the successful migration to Braze and the implementation of HighTouch, the foundations are in place. The next chapter is about evolving from channel‑led execution to true customer orchestration, delivering connected, relevant and seamless experiences across CRM, Burberry.com and retail touchpoints. As Senior Manager, CRM Orchestration, you will lead the evolution of our orchestration strategy across One‑to‑Many and One‑to‑One communications. Working closely with Customer Marketing, Martech, Data, Digital, Retail and the wider Customer team, you will shape how we engage customers in a way that is insight‑led, intentional and distinctly Burberry. Sitting at the intersection of strategy, technology and customer experience, this role calls for strong CRM expertise, a collaborative mindset and the ability to influence and inspire across a complex, global organisation.
Responsibilities- Orchestration Strategy
- Lead the evolution of how customer communications are orchestrated across campaigns, journeys and service communications
- Drive the shift from channel‑led execution to lifecycle‑led thinking
- Define orchestration principles across contact strategy, sequencing, prioritisation and channel roles
- Create more connected experiences across One‑to‑Many, One‑to‑One, digital and retail touchpoints
- Build a strong insight‑led and experimentation culture, supported by clear performance frameworks and leadership reporting
- Customer Journeys & Personalisation
- Lead the design and optimisation of lifecycle journeys across acquisition, onboarding, engagement and retention
- Shape scalable personalisation approaches for One‑to‑Many communications in partnership with Customer Marketing
- Translate customer insights and behaviours into journey logic, segmentation and targeting strategies
- CRM Enablement & Innovation
- Champion advanced and innovative use of Braze, HighTouch and the wider CRM ecosystem
- Partner with Martech, Data and external partners to enhance audience activation, triggers and platform capabilities
- Stay close to platform evolution, identifying opportunities to test, learn and scale new capabilities
- Support the exploration of AI and Next Best Action initiatives within the future CRM roadmap
- Cross‑Functional Leadership & Influence
- Act as a connector across Customer Marketing, Martech, Data, Digital, Creative and Retail teams
- Align stakeholders around customer experience priorities, orchestration principles and ways of working
- Influence at all levels, bringing clarity and momentum to complex or evolving initiatives
- Ensure CRM orchestration enhances and connects with retail and clienteling experiences, not just digital channels
- Help shape operating models that balance agility, governance and customer experience excellence
- Team Leadership & Delivery Enablement
- Lead, coach and develop a team of CRM specialists and strategists
- Ensure strategic vision translates into clear, executable plans and high‑quality delivery
- Balance long‑term transformation with day‑to‑day business priorities
- Build team capability across orchestration, personalisation and platform expertise
- Strong experience in CRM, lifecycle marketing or customer orchestration roles
- A solid working knowledge of Braze, HighTouch or similar CRM and data activation platforms
- Proven experience designing and evolving multi‑channel customer journeys and personalisation strategies
- Confidence operating across multiple stakeholders and functions in a global environment
- Excellent communication and influencing skills, with the ability to bring teams together
- Experience leading, coaching and developing high‑performing teams
- A curious, pragmatic mindset with a passion for innovation and experimentation
- A strong appreciation for brand, storytelling and customer experience, ideally within retail, fashion or luxury
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.
Burberry Senior Manager, CRM Orchestration in London employer: BoF Careers
At Burberry, we foster a vibrant and inclusive work culture that champions creativity and innovation, making it an exceptional employer for those in the Senior Manager, CRM Orchestration role. Our commitment to employee growth is evident through our focus on collaboration across diverse teams and the opportunity to lead transformative customer experiences in a globally recognised luxury brand. With a strong emphasis on sustainability and community engagement, working at Burberry not only offers competitive benefits but also allows you to be part of a purposeful mission that drives positive change in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Burberry Senior Manager, CRM Orchestration in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those connected to Burberry. A friendly chat can open doors and give you insights that might just set you apart from the crowd.
✨Tip Number 2
Prepare for interviews by diving deep into Burberry's values and recent projects. Show us how your experience aligns with their mission of creativity and sustainability. It’s all about making that connection!
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for CRM orchestration and how you can drive customer engagement. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Burberry team.
We think you need these skills to ace Burberry Senior Manager, CRM Orchestration in London
Some tips for your application 🫡
Show Your Passion for Creativity:When writing your application, let your passion for creativity shine through! Burberry values imagination and innovation, so share examples of how you've pushed boundaries in your previous roles.
Tailor Your Experience:Make sure to highlight your CRM expertise and any experience with platforms like Braze or HighTouch. We want to see how your background aligns with the role, so be specific about your achievements in customer orchestration.
Be Insight-Led:Demonstrate your ability to use data and insights to drive customer engagement. Share how you've used analytics to shape customer journeys or improve communication strategies in your past roles.
Apply Through Our Website:We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Burberry.
How to prepare for a job interview at BoF Careers
✨Know Your CRM Inside Out
Make sure you have a solid understanding of CRM systems, especially Braze and HighTouch. Familiarise yourself with their features and how they can enhance customer journeys. Be ready to discuss specific examples of how you've used these tools in previous roles.
✨Showcase Your Collaborative Spirit
This role requires working closely with various teams. Prepare examples that highlight your ability to collaborate across departments. Think about times when you influenced stakeholders or brought teams together to achieve a common goal.
✨Emphasise Insight-Led Strategies
Burberry values insight-led decision-making. Be prepared to discuss how you've used customer insights to shape marketing strategies or improve customer experiences. Bring data or case studies to back up your claims.
✨Demonstrate Your Passion for Innovation
With a focus on evolving customer experiences, show your enthusiasm for innovation. Discuss any past experiences where you implemented new ideas or technologies in CRM. Highlight your curiosity and willingness to experiment with new approaches.
