At a Glance
- Tasks: Lead the evolution of customer communications and create seamless experiences across channels.
- Company: Join Burberry, a luxury brand at the forefront of customer transformation.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and creativity in the fashion industry.
- Why this job: Shape innovative customer experiences and drive impactful change in a global organisation.
- Qualifications: Strong CRM experience and ability to influence across diverse teams.
The predicted salary is between 70000 - 90000 € 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.
RESPONSIBILITIES- 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.
- 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.
- 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.
- 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.
- 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.
Senior Manager, CRM Orchestration employer: Burberry
Burberry is an exceptional employer, offering a dynamic work environment in the heart of London where creativity and innovation thrive. Employees benefit from a collaborative culture that prioritises personal growth and development, alongside opportunities to lead transformative projects in customer experience. With a commitment to diversity and inclusion, Burberry fosters a workplace where every voice is valued, making it an ideal place for those seeking meaningful and rewarding careers in the luxury retail sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, CRM Orchestration
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in what they do!
✨Tip Number 3
Practice your pitch! You want to be able to clearly articulate your experience and how it aligns with their needs. Keep it concise and impactful.
✨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, we love seeing familiar faces!
We think you need these skills to ace Senior Manager, CRM Orchestration
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 team!
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 connect your experiences to the responsibilities outlined in the job description.
Showcase Your Collaborative Spirit:This role requires working closely with various teams, so make sure to highlight any past experiences where you've successfully collaborated across departments. We love seeing examples of how you've influenced and inspired others in a complex environment!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Don’t miss out on this opportunity!
How to prepare for a job interview at Burberry
✨Know Your CRM Inside Out
Make sure you’re well-versed in CRM concepts, especially around customer orchestration. Familiarise yourself with Braze and HighTouch, as these tools are crucial for the role. Be ready to discuss how you've used similar platforms to enhance customer experiences.
✨Showcase Your Collaborative Spirit
This role requires working closely with various teams. Prepare examples of how you've successfully collaborated across departments in previous roles. Highlight your ability to influence and inspire others, as this will be key in a complex organisation like Burberry.
✨Bring Data to Life
Be prepared to discuss how you’ve used data insights to shape customer journeys. Think of specific instances where your insight-led approach led to successful outcomes. This will demonstrate your capability to drive the evolution of customer communications.
✨Emphasise Your Leadership Style
As a Senior Manager, you'll need to lead and develop a team. Reflect on your leadership experiences and be ready to share how you’ve coached teams to achieve high performance. Discuss your vision for building a strong culture of experimentation and personalisation.
