At a Glance
- Tasks: Lead the global CRM strategy and enhance customer engagement through data-driven insights.
- Company: Join a globally recognised luxury brand with a focus on modern values.
- Benefits: Enjoy flexible working, generous development budgets, and a collaborative culture.
- Other info: Be part of a progressive team dedicated to people, planet, and product.
- Why this job: Shape the future of luxury retail and influence customer experiences worldwide.
- Qualifications: 6+ years in CRM, strong analytics skills, and experience with luxury brands.
The predicted salary is between 70000 - 90000 £ 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.
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 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.
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.
Head of CRM — Global Luxury Brand | Flexible Working employer: Fella and Jones
Fella & Jones offers an exceptional opportunity to join a globally recognised luxury brand that prioritises a customer-first philosophy and progressive values. With flexible working arrangements, generous development budgets, and a collaborative culture, employees are empowered to influence the customer experience on a global scale while enjoying meaningful growth opportunities in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CRM — Global Luxury Brand | Flexible Working
✨Tip Number 1
Network like a pro! Reach out to people in the luxury retail space, especially those who work in CRM. Attend industry events or webinars, and don’t be shy about sliding into DMs on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your past CRM successes, especially any data-driven strategies you've implemented. This will give potential employers a taste of what you can bring to the table, making you stand out from the crowd.
✨Tip Number 3
Prepare for interviews by diving deep into the brand’s values and customer engagement strategies. Be ready to discuss how you can elevate their CRM game with fresh ideas. Tailoring your approach to their specific needs shows you’re genuinely interested and invested.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might just be the perfect fit for you. Plus, it’s a great way to ensure your application gets seen by the right people. Let’s get you that dream job!
We think you need these skills to ace Head of CRM — Global Luxury Brand | Flexible Working
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the specific skills and experiences that align with the Head of CRM role. Highlight your CRM experience, especially in luxury or premium brands, and don’t forget to showcase your data-driven decision-making abilities!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about CRM and how your vision aligns with our brand’s customer-first philosophy. Be sure to mention any relevant tools or platforms you’ve worked with.
Showcase Your Strategic Mindset:In your application, demonstrate your ability to think strategically about customer engagement. Share examples of how you've developed successful lifecycle marketing strategies or improved customer retention in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at Fella and Jones
✨Know Your CRM Inside Out
Make sure you’re well-versed in the latest CRM trends and tools, especially those mentioned in the job description like Exponea or Klaviyo. Be ready to discuss how you've used data to drive customer engagement and retention in your previous roles.
✨Showcase Your Strategic Mindset
Prepare examples that highlight your ability to define and execute a CRM strategy. Think about specific campaigns you've led, how you approached customer segmentation, and the results you achieved. This will demonstrate your strategic thinking and commercial focus.
✨Collaborate Like a Pro
Since the role involves working with various teams, be prepared to talk about your experience collaborating across departments. Share stories that illustrate how you’ve successfully partnered with ecommerce, digital, or creative teams to enhance customer experiences.
✨Emphasise Your Luxury Brand Experience
If you have experience in premium or luxury brands, make it a focal point of your interview. Discuss how your understanding of brand aesthetics and customer expectations can contribute to shaping the CRM vision for this global leader in luxury retail.
