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- Tasks: Lead the global CRM strategy and enhance customer engagement through data-driven insights.
- Company: Join a prestigious global luxury retail brand known for its innovative values and customer-first approach.
- Benefits: Enjoy flexible working, generous development budgets, and a collaborative culture.
- Why this job: Shape the future of luxury retail while influencing customer loyalty on a global scale.
- Qualifications: 6+ years in CRM, preferably in luxury or digitally native brands, with strong analytical skills.
- 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 ensure you can speak knowledgeably about current practices during interviews.
✨Tip Number 3
Demonstrate your understanding of data analytics by preparing case studies or examples from your previous experience. Be ready to discuss how you've used data to drive customer engagement and retention strategies effectively.
✨Tip Number 4
Familiarise yourself with the specific CRM platforms mentioned in the job description, such as Exponea or Klaviyo. If you haven't used them before, consider taking online courses or tutorials to gain a basic understanding, which will show your commitment to the role.
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. Emphasise your achievements in lifecycle marketing, retention strategies, and data analytics to align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the brand and your understanding of its values. Discuss how your strategic vision aligns with their customer-first philosophy and how you can contribute to their CRM goals.
Showcase Data-Driven Success: In your application, provide specific examples of how you've used data to drive insights and improve customer engagement in previous roles. Highlight any successful campaigns or initiatives that demonstrate your ability to balance performance with brand prestige.
Highlight Collaboration Skills: Since the role involves working with various teams, mention your experience collaborating with ecommerce, digital, and creative teams. Provide examples of how you've successfully managed multiple stakeholders 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 CRM. 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 engagement strategies. Be ready to provide examples of how you've improved retention and customer lifetime value through data-led initiatives.
✨Familiarise Yourself with CRM Tools
Make sure you're well-versed in the CRM platforms mentioned in the job description, such as Exponea or Klaviyo. Discuss your hands-on experience with these tools and how they can enhance customer personalisation and communication.
✨Emphasise Collaboration Skills
Since the role involves working with various teams, be prepared to discuss your experience in cross-functional collaboration. Share examples of how you've successfully partnered with ecommerce, digital, and creative teams to achieve CRM objectives.
