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- Tasks: Shape customer connections and drive engagement in a luxury fashion environment.
- Company: Join MR PORTER, the ultimate destination for men's luxury style.
- Benefits: Enjoy competitive salary, performance bonuses, staff discounts, and private healthcare.
- Why this job: Make a real impact on customer loyalty and experience in a fast-paced setting.
- Qualifications: 4+ years in luxury retail with strong skills in customer marketing and analytics.
- Other info: Be part of a diverse, supportive team that values creativity and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
MR PORTER is the men’s luxury style destination, offering customers a curated assortment of fashion, fine watches, grooming and lifestyle products from the world’s most coveted designers. It delivers exceptional quality with private label, Mr P, and market-leading exclusive capsule collaborations with brand partners. MR PORTER creates unique experiences for its EIPs (Extremely Important People), with first access to products, a dedicated personal shopper and invitation-only benefits. Through content across all its platforms, it provides expert styling advice, immersive storytelling, and profiles inspiring men, places and products. Consciously Crafted, its responsible product curation, supports customers to shop with a focus on conscious consumerism. MR PORTER Health In Mind, its long-standing initiative in partnership with Movember, raises awareness of men’s mental and physical health. MR PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.
We’re looking for a talented Customer Retention Manager to help shape the way we connect with our audience, deepen loyalty, and drive engagement across every touchpoint. If you have a passion for luxury fashion, data-driven marketing, and creating meaningful customer journeys, this is your opportunity to make a real impact in a fast-paced, innovative environment.
Some of the essentials for you to know are:
- Location: Our Westfield office in Shepherd’s Bush
- Working Hours: 37.5 hours per week (4 days in office)
- Performance bonus schemes dependent on the type of role you are in.
- A pension that both you and the company contribute to.
- A portal with an array of discounts on things like theme park and cinema tickets.
- Our famous staff discount along with exclusive staff sales.
- Private healthcare for you and your family.
- Flexible working.
- A chance to be part of a fun and caring team that support each other.
Here is a breakdown of what you’ll be doing:
- Partner with the Head of Customer to define and optimise how our channels communicate with customers, ensuring all initiatives align with business objectives and channel goals.
- Develop sophisticated segmentation strategies across digital and offline touchpoints to increase engagement and drive sales.
- Design intelligent, data-driven lifecycle journeys for key moments, including first purchase, gifting, win-back, and life celebrations.
- Manage the weekly newsletter and push notification calendar, leveraging insights to drive growth while ensuring clear communication with CRM and production teams.
- Collaborate with Brand and Creative teams to redefine our email content strategy, focusing on highly personalised, customer-centric campaigns that retain and reactivate our audience.
- Optimise and expand the MR PORTER Loyalty Rewards program to increase repeat purchases and long-term engagement, incentivising key customer segments to grow lifetime value.
- Translate insights from client-facing teams into scalable digital initiatives that maintain intimacy while broadening reach.
- Partner with Martech, Growth, and Analytics teams to ensure our technology stack supports CRM and Loyalty strategies effectively.
- Lead and nurture creative relationships to deliver channel-specific, best-practice CRM content that engages target audiences.
- Analyse customer performance metrics to guide email, push, and rewards strategies, ensuring initiatives are data-driven and results-oriented.
- Support regional initiatives and align priorities with cross-functional teams, including Buying, Brand and Creative, UX/Tech, and Operations.
The type of person we are looking for:
- Minimum 4 years’ experience in a similar role within luxury, fashion, or premium retail.
- Advanced expertise in Customer Marketing Channels, with strong skills in audience segmentation and personalised communication strategies.
- Proficient in analytics tools such as Google Analytics or Tableau.
- Detail-oriented, deadline-driven, and capable of managing multiple priorities simultaneously.
- Excellent communicator with the ability to present complex initiatives clearly and confidently to senior stakeholders.
- Collaborative mindset, able to build strong relationships across teams.
- Creative flair with the ability to generate innovative ideas and projects.
- Highly organised, adaptable, and able to thrive in a fast-paced, dynamic environment.
From the moment you join the LuxExperience Group we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV. LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognise and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, colour, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Customer Retention Manager @MRPORTER employer: MR PORTER
Contact Detail:
MR PORTER Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Manager @MRPORTER
✨Tip Number 1
Network like a pro! Reach out to people in the luxury fashion industry, especially those connected to MR PORTER. A friendly chat can open doors and give you insider info on the company culture and what they’re really looking for.
✨Tip Number 2
Show off your passion for luxury fashion! When you get the chance to speak with someone from MR PORTER, share your thoughts on their latest collections or campaigns. This shows you’re not just another applicant; you genuinely care about the brand.
✨Tip Number 3
Prepare for interviews by diving deep into MR PORTER’s customer engagement strategies. Think about how you can contribute to their goals, especially around loyalty and retention. Bring fresh ideas to the table that align with their vision!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at MR PORTER and ready to make an impact.
We think you need these skills to ace Customer Retention Manager @MRPORTER
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Customer Retention Manager role. Highlight your expertise in customer marketing channels and any relevant achievements in luxury or premium retail.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about luxury fashion and how your data-driven approach can enhance customer journeys. Be sure to mention specific strategies you've implemented in previous roles.
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, make sure to include examples of how you've used analytics tools like Google Analytics or Tableau to drive marketing decisions. We love numbers that tell a story!
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 MR PORTER
✨Know Your Luxury Fashion
Dive deep into MR PORTER's offerings and understand their unique selling points. Familiarise yourself with their private label, Mr P, and exclusive collaborations. This knowledge will help you demonstrate your passion for luxury fashion during the interview.
✨Showcase Your Data Skills
Since the role requires advanced expertise in customer marketing channels and analytics tools, be prepared to discuss your experience with Google Analytics or Tableau. Bring examples of how you've used data to drive customer engagement and retention strategies.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and creativity. Think of specific instances where you've developed segmentation strategies or personalised communication campaigns. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Collaboration
MR PORTER values a collaborative mindset, so be ready to share examples of how you've built strong relationships across teams. Highlight any cross-functional projects you've worked on and how they contributed to achieving business objectives.
