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For Companies 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 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 and influence customer loyalty on a global scale.
- Qualifications: 6+ years in CRM, ideally 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.
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
Familiarise yourself with the latest trends in CRM, especially within the luxury retail sector. Understanding how top brands leverage data for customer engagement will give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the luxury retail space, particularly those who have experience in CRM roles. Engaging with industry peers can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of successful CRM strategies you've implemented in the past. Highlighting your hands-on experience with tools like Klaviyo or Emarsys will demonstrate your capability to drive results.
✨Tip Number 4
Showcase your understanding of the brand's values and how they align with your vision for CRM. Being able to articulate how you would enhance customer loyalty while maintaining brand prestige will set you apart.
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 your relevant experience in CRM, particularly within luxury or premium brands. Use specific examples that demonstrate your success in lifecycle marketing and customer analytics.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the brand and its values. Clearly outline how your skills and experiences align with the responsibilities of the Head of CRM role, focusing on your strategic vision and hands-on experience.
Showcase Data-Driven Achievements: When detailing your previous roles, emphasise your ability to use data to drive insights and decision-making. Include metrics or results from past campaigns that illustrate your impact on customer retention and engagement.
Research the Brand: Familiarise yourself with the brand's ethos, recent campaigns, and market position. This knowledge will help you tailor your application and demonstrate your understanding of their customer-first philosophy during the application process.
How to prepare for a job interview at Fella and Jones
✨Showcase Your Strategic Vision
As the Head of CRM, you'll need to demonstrate your ability to define and own a global CRM strategy. Be prepared to discuss your previous experiences in shaping customer engagement strategies and how you can apply that knowledge to this luxury brand.
✨Highlight Data-Driven Decision Making
This role requires a strong focus on data analytics. Make sure to provide examples of how you've used data to drive insights and improve customer retention in past roles. Discuss specific metrics you've tracked and how they influenced your strategies.
✨Emphasise Collaboration Skills
Collaboration with various teams is key in this position. Prepare to talk about your experience working with ecommerce, digital, and creative teams. Share examples of successful projects where you aligned CRM initiatives with broader business goals.
✨Demonstrate Knowledge of Luxury Brand Experience
Given the nature of the brand, it's crucial to convey your understanding of luxury retail. Discuss your familiarity with high-end consumer behaviour and how it influences CRM strategies. Show that you appreciate the nuances of maintaining brand prestige while driving customer engagement.
