At a Glance
- Tasks: Lead the evolution of customer communications and design engaging customer journeys.
- Company: Join Burberry, a luxury brand at the forefront of customer transformation.
- Benefits: Competitive salary, career development, and a dynamic work environment.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Shape innovative customer experiences and make a real impact in a global organisation.
- Qualifications: Strong CRM experience and a passion for customer engagement.
The predicted salary is between 60000 - 80000 € per year.
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.
- 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
Qualifications
- 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 personalised 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
Senior Manager, CRM Orchestration in London employer: Burberry
At Burberry, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Senior Manager in CRM Orchestration, you will not only lead transformative customer strategies but also benefit from extensive professional growth opportunities within a globally recognised luxury brand. Our commitment to employee development, coupled with a focus on creating seamless customer experiences, makes Burberry a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, CRM Orchestration in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at Burberry or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions related to CRM orchestration. Think about how you can showcase your experience with platforms like Braze and HighTouch, and be ready to discuss your approach to customer journeys.
✨Tip Number 3
Showcase your passion for innovation! During interviews, share examples of how you've used data insights to drive customer engagement or how you've implemented new strategies in previous roles. This will highlight your fit for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Burberry team.
We think you need these skills to ace Senior Manager, CRM Orchestration in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Senior Manager, CRM Orchestration role. Highlight your CRM expertise and any experience with platforms like Braze or HighTouch. We want to see how you can bring value to our customer transformation journey!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer orchestration and how your background makes you a perfect fit for this role. Be sure to mention your collaborative mindset and ability to influence across teams.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to lead and innovate in CRM. Use metrics where possible to show how you've driven results in customer engagement and personalisation strategies.
Apply Through Our Website:We encourage you to apply directly through our website. This ensures your application gets to the right people quickly. Plus, it’s a great way to explore more about our culture and values before you join us!
How to prepare for a job interview at Burberry
✨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 platforms in previous roles.
✨Showcase Your Strategic Thinking
Prepare to talk about your experience in evolving customer orchestration strategies. Think about how you've shifted from channel-led to lifecycle-led thinking in past projects. Bring concrete examples that demonstrate your ability to design and optimise customer journeys.
✨Emphasise Collaboration Skills
This role requires working closely with various teams. Be prepared to share instances where you've successfully collaborated across departments like marketing, data, and retail. Highlight your ability to influence stakeholders and align them around common goals.
✨Demonstrate Your Leadership Style
As a Senior Manager, you'll need to lead and develop a team. Think about your leadership approach and be ready to discuss how you've coached and inspired others in the past. Share your vision for building a high-performing team focused on customer experience excellence.
