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- Tasks: Support the design and launch of multi-channel customer journeys and personalised experiences.
- Company: Join Burberry, a creative luxury brand committed to sustainability and community.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Why this job: Be part of a dynamic team shaping customer experiences in a global brand.
- Qualifications: Interest in CRM and marketing automation; strong communication and organisational skills.
- Other info: Collaborative environment with a focus on creativity and innovation.
The predicted salary is between 36000 - 60000 ÂŁ 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.
PURPOSE: We’re looking for a highly organised, curious and collaboration‑driven CRM Orchestration Coordinator to support the development and delivery of Burberry’s customer journey and orchestration strategy across our customer‑direct channels. In this role, you’ll help build, optimise and scale multi‑channel lifecycle journeys, personalised experiences and acquisition‑driven programmes that ensure our customers receive purposeful, timely and relevant communication at every stage of their relationship with Burberry. If you’re passionate about CRM strategy, thrive in cross‑functional environments, and enjoy turning customer insight into impactful experiences, this role is for you.
RESPONSIBILITIES
- Support the design, build and launch of multi‑channel customer journeys, triggered flows and lifecycle touchpoints.
- Contribute to the evolution of personalisation across journeys and one‑to‑many communications (email and messaging).
- Balance customer needs, commercial priorities and regional nuances in planning.
- Partner with regions to gather localisation requirements to inform segmentation, variant creation and trigger logic.
- Work closely with Customer Marketing, Creative and Martech to ensure journeys launch with the right content, messaging and experience.
- Prepare clear briefs outlining logic, triggers, content needs and personalisation rules.
- Track timelines and dependencies to ensure smooth, timely delivery.
- Coordinate CRM elements of acquisition and onboarding activities across digital, retail and regional touchpoints.
- Ensure acquisition capture points (sign‑up, retail data capture, owned surfaces) connect seamlessly into onboarding journeys.
- Collaborate with Marketing, Digital, Retail and Regional teams to enhance data flow and activation rates.
- Identify friction points and recommend improvements to drive conversion from sign‑up to engaged customer.
- Support orchestration across one‑to‑many and one‑to‑one communications to ensure cohesive, customer‑centric experiences.
- Align lifecycle, service‑led and campaign messaging across teams.
- Work with Data Science and CRM colleagues to define audience rules and segmentation.
- Assist with testing and rolling out new channels (e.g., WhatsApp, SMS, push, region‑specific platforms).
- Help plan and capture learnings from pilots.
- Monitor journey and channel performance to identify risks and opportunities.
- Support reporting by providing behavioural insights and tracking performance trends.
- Recommend optimisations such as timing, content variants, trigger expansion and rule adjustments.
- Contribute to best‑practice frameworks, documentation and playbooks.
PERSONAL PROFILE
- Experience or strong interest in CRM, lifecycle strategy or marketing automation.
- Exposure to ESPs, CRM and data platforms—experience with Braze and HighTouch is a plus (willingness to learn is essential).
- Highly organised, detail‑oriented and comfortable managing multiple workstreams.
- Strong communicator who can work effectively with cross‑functional and global teams.
- Analytical mindset with curiosity to test, learn and improve; experience with tools like Looker is beneficial.
- A proactive, collaborative, can‑do attitude and eagerness to grow CRM expertise.
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.
CRM Orchestration Coordinator employer: Burberry
Contact Detail:
Burberry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Orchestration Coordinator
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Burberry. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by researching Burberry's values and recent projects. Show us how your skills align with their mission of creativity and sustainability—this will make you stand out!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in CRM and marketing automation can help Burberry enhance customer journeys. 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, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace CRM Orchestration Coordinator
Some tips for your application 🫡
Show Your Passion for CRM: When you're writing your application, let your enthusiasm for CRM and customer journeys shine through. We want to see how your curiosity and passion align with our mission at Burberry!
Be Organised and Clear: Make sure your application is well-structured and easy to read. Highlight your organisational skills by presenting your experiences in a logical order. We love clarity, so keep it straightforward!
Tailor Your Experience: Don’t just send a generic application! Tailor your experiences to match the role of CRM Orchestration Coordinator. Show us how your background fits into the specifics of the job description.
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 Burberry
✨Know Your CRM Basics
Before the interview, brush up on your CRM knowledge, especially around lifecycle strategies and marketing automation. Familiarise yourself with tools like Braze and HighTouch, as well as any relevant data platforms. This will show your genuine interest and readiness to dive into the role.
✨Showcase Your Organisational Skills
As a CRM Orchestration Coordinator, being organised is key. Prepare examples from your past experiences where you successfully managed multiple projects or workstreams. Highlight how you tracked timelines and dependencies to ensure smooth delivery—this will resonate well with the interviewers.
✨Demonstrate Your Collaborative Spirit
Burberry values collaboration, so be ready to discuss how you've worked effectively in cross-functional teams. Share specific instances where you partnered with different departments to achieve a common goal, particularly in customer engagement or marketing initiatives.
✨Be Data-Driven
An analytical mindset is crucial for this role. Prepare to talk about how you've used data to inform decisions or optimise processes in previous roles. If you have experience with reporting tools like Looker, mention it! Showing that you can turn insights into actionable strategies will set you apart.
