At a Glance
- Tasks: Lead the global CRM strategy and enhance customer engagement through data-driven insights.
- Company: Join a prestigious luxury retail brand known for its innovative approach and customer-first philosophy.
- Benefits: Enjoy flexible working, generous development budgets, and a collaborative culture.
- Other info: Be part of a values-led business committed to people, planet, and product.
- Why this job: Shape the future of luxury retail and influence customer experiences on a global scale.
- Qualifications: 6+ years in CRM, strong analytics skills, and experience with Klaviyo and Shopify Plus.
The predicted salary is between 51750 - 63250 £ per year.
London- Hybrid
Fella & Jones is proud to be exclusively partnered with a global leader in contemporary luxury retail to appoint a strategic and commercially minded
Head of CRM.
This is a rare opportunity to shape the global CRM vision for a brand admired for its elevated aesthetic, progressive values, and customer-first philosophy.
As Head of CRM, you’ll lead the development and execution of a dynamic, data-led customer engagement strategy—one that balances performance with brand prestige.
From lifecycle marketing and loyalty frameworks to personalisation and analytics, you’ll be at the centre of delivering seamless, elevated experiences across every touchpoint.
Key Responsibilities
- Define and own the global CRM strategy, overseeing campaign planning, customer segmentation, automation journeys, and loyalty programs.
- Collaborate with ecommerce, digital, product, and creative teams to ensure CRM initiatives reflect the brand’s voice and meet commercial goals.
- Use data to drive insight-led decision‑making—owning customer reporting, retention analytics, and lifecycle performance.
- Continuously evolve the brand’s CRM tools and tech stack to improve personalisation, customer insights, and integration with other platforms.
- Build and manage best‑in‑class customer segments and communications aligned with retention, reactivation, and LTV growth.
- Nurture relationships with key tech vendors and identify new opportunities to elevate customer communications and loyalty.
What You Bring
- 6+ years of CRM experience, ideally within premium, luxury, or digitally native consumer brands.
- Strong knowledge of lifecycle marketing, retention strategy, and customer analytics.
- Experience and in depth knowledge of Klaviyo and shopify plus.
- Commercially focused, with the ability to interpret data and translate it into actionable insights.
- AI experience - working with the development team to build automated campaign generations.
- Hands‑on and strategic, capable of both vision‑setting and operational delivery.
- Confident managing multiple stakeholders across regions and functions.
- A deep understanding of brand experience within a luxury or high‑growth retail environment.
- Why Join
- Be part of a globally recognised brand redefining modern luxury.
- Influence the customer experience at scale—shaping loyalty and connection worldwide.
- Thrive in a values‑led business with a progressive approach to people, planet, and product.
- Flexible working, generous development budgets, and a collaborative, forward‑thinking culture.
- #J-18808-Ljbffr
Head of CRM | Global Contemporary Luxury Retail Brand employer: Fella and Jones
Fella & Jones is an exceptional employer, offering a unique opportunity to lead product development within a prestigious luxury womenswear lifestyle brand in London. With a strong focus on employee growth and collaboration, the company fosters a dynamic work culture that encourages creativity and innovation while providing generous benefits and a competitive salary package. Join a passionate team where your expertise will directly influence the brand's future and contribute to its exciting growth journey.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CRM | Global Contemporary Luxury Retail Brand
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fella and Jones. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fella and Jones before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of CRM | Global Contemporary Luxury Retail Brand
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fella and Jones:Your cover letter is your chance to shine! Tell us why you want to work at Fella and Jones specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fella and Jones!
How to prepare for a job interview at Fella and Jones
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
