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- Tasks: Lead the global CRM strategy and enhance customer engagement through data-driven insights.
- Company: Join a prestigious luxury retail brand known for its modern aesthetic and customer-first values.
- Benefits: Enjoy flexible working, generous development budgets, and a collaborative culture.
- Why this job: Shape the future of luxury retail and influence customer loyalty on a global scale.
- Qualifications: 6+ years in CRM, with expertise in luxury brands and strong analytical skills required.
- Other info: Opportunity to work with cutting-edge CRM tools and collaborate across diverse teams.
The predicted salary is between 63000 - 81000 £ per year.
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.
- 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 with CRM platforms such as Exponea, Klaviyo, Emarsys, or similar.
- Commercially focused, with the ability to interpret data and translate it into actionable insights.
- 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.
- 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.
Head of CRM | Global Contemporary Luxury Retail Brand employer: Fella and Jones
Contact Detail:
Fella and Jones Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of CRM | Global Contemporary Luxury Retail Brand
✨Tip Number 1
Network with professionals in the luxury retail sector. Attend industry events, webinars, or workshops where you can meet people who work in CRM roles. Building these connections can provide valuable insights and potentially lead to referrals.
✨Tip Number 2
Stay updated on the latest trends in CRM and customer engagement strategies, especially within the luxury market. Follow relevant blogs, podcasts, and thought leaders to gather insights that you can discuss during interviews.
✨Tip Number 3
Prepare to showcase your experience with CRM platforms like Exponea or Klaviyo. Be ready to discuss specific projects where you've successfully implemented data-driven strategies that improved customer retention and engagement.
✨Tip Number 4
Demonstrate your understanding of the brand's values and how they align with your own. Research the company thoroughly and be prepared to articulate how you can contribute to their customer-first philosophy and enhance their CRM strategy.
We think you need these skills to ace Head of CRM | Global Contemporary Luxury Retail Brand
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in CRM, particularly within luxury or premium brands. Use specific examples of how you've driven customer engagement and retention strategies.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the brand and its values. Discuss how your strategic vision aligns with their customer-first philosophy and provide insights into your approach to data-led decision-making.
Showcase Your Data Skills: Emphasise your experience with CRM platforms and analytics. Include specific metrics or achievements that demonstrate your ability to use data to drive customer insights and improve retention.
Highlight Collaboration Experience: Since the role involves working with various teams, mention any past experiences where you successfully collaborated with ecommerce, digital, or creative teams to achieve common goals.
How to prepare for a job interview at Fella and Jones
✨Showcase Your Strategic Vision
As a candidate for the Head of CRM position, it's crucial to articulate your strategic vision for customer engagement. Prepare to discuss how you would define and implement a global CRM strategy that aligns with the brand's values and commercial goals.
✨Demonstrate Data-Driven Decision Making
Highlight your experience with data analytics and how you've used insights to drive customer retention and lifecycle marketing. Be ready to provide specific examples of how you've leveraged data to improve CRM initiatives in previous roles.
✨Familiarise Yourself with Relevant Tools
Make sure you're well-versed in CRM platforms like Exponea, Klaviyo, or Emarsys. Discuss your hands-on experience with these tools and how they can enhance personalisation and customer insights within the brand's tech stack.
✨Prepare for Stakeholder Management Scenarios
Given the collaborative nature of this role, be prepared to discuss how you've successfully managed multiple stakeholders across different regions and functions. Share examples that demonstrate your ability to align diverse teams towards a common CRM goal.
