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- Tasks: Lead our CRM strategy to boost customer loyalty and revenue growth.
- Company: Join Orlebar Brown, a vibrant brand under the Chanel group.
- Benefits: Enjoy competitive pay, health perks, and exclusive discounts.
- Why this job: Make a real impact in a dynamic environment focused on personal growth.
- Qualifications: Experience in CRM and a passion for customer engagement.
- Other info: Be part of a diverse team that values creativity and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
ROLE TYPE: Fixed Term Contract (Maternity Leave Cover, immediate start - January 2027)
DEPARTMENT: CRM
REPORTING TO: Head of CRM and Customer Experience
LOCATION: Fitzrovia, London
SALARY: Competitive
COMPANY PROFILE: Orlebar Brown (Chanel group) launched in March 2007 as a more tailored approach to men’s beach and swim shorts. Based on the traditional pattern of a tailored pair of trousers for men, and with their distinctive side fasteners, they are not just a swim short; they are the original and best shorts you can swim in. Today, our collections are built into broader lifestyles imagined around Beach, Resort, Coast and Sport. We have multiple product releases, including capsules, new categories and services, over the calendar year to maintain excitement, and interest for our customers. Since 2007, we have built the brand to achieve our stated purpose which is - to encourage, excite and inspire everyone to ‘Holiday Better’. This is our purpose and why we get out of bed every morning. The brand has rapidly gained global recognition and is sold through online, more than 30 O.B. stores, and the best retailers and hoteliers in the world. Our customer is truly international, so whether they are in St Barth’s for Christmas with family, Miami for a wild Spring break, a conference in Dubai with a few days off, tacking a boat off the coast of St Tropez, volunteering to replant mangrove plantations in Puerto Rico, walking along a cliff top in Cornwall, or diving off one into a beautiful blue ocean then O.B. should be there to help you do it better. Our business is built on relationships with those customers, and we strive to maintain our relationship with them, wherever they might be, and provide world class service, when and where they want. It is also built on finding new customers to the brand by welcoming them to join the ever-growing O.B. community.
THE POSITION: As CRM Manager you will deliver our multi-channel CRM strategy to drive customer retention, loyalty and revenue growth, with a strong focus on VIP and high value customers. You will combine creative campaign planning with deep data-driven analysis to oversee the design and implementation of tailored lifecycle journeys and communications across email, direct mail and SMS, as well as using this insight to support broader business functions. This role requires both a balance of data-led strategic thinking to unlock solutions to customer challenges, and hands-on execution to drive customer performance.
- Deliver and evolve our multi-channel CRM strategy across campaign and lifecycle programmes to drive customer retention, loyalty and revenue growth, with a strong focus on VIP and high value customers.
- Define and track key CRM KPI’s, providing actionable insights on customer engagement, retention, churn and LTV performance.
- Lead customer journey mapping, lifecycle marketing and automation strategies to maximise engagement at each stage of the customer lifecycle.
- Oversee the implementation of CRM channel campaigns across email, direct mail and SMS and endeavour to highlight new channel opportunities for the brand.
- Own the segmentation and personalisation strategy, leveraging behavioural, transactional and demographic data to deliver personalised communications across CRM and digital marketing channels.
- Work closely with ecommerce, retail, merchandising and creative teams to ensure CRM campaigns align with broader business and customer goals, and seasonal priorities.
- Use tools such as Power BI, GA4 and Shopify to uncover customer insights, trends and opportunities for targeted campaigns. Share insights with key stakeholders to inform future strategy.
- Manage our database, collaborating with the acquisition, ecommerce and retail teams to identify new data capture opportunities, growing the global CRM database with high-quality leads and subscribers across channels.
- Lead, mentor, and support the CRM Coordinator, focusing on their professional development, training, and growth. Foster a collaborative environment that encourages learning, ownership, and progression within the CRM function.
CANDIDATE PROFILE: Proven experience in CRM, ideally within a premium or luxury retail or ecommerce environment. Strong understanding of customer segmentation, lifecycle marketing, and retention strategies, with a focus on VIP and high-value customer engagement. Hands-on experience with CRM platforms across email, Ometria preferred but not required, SMS and direct mail, and a strong understanding of their capabilities. Proficient in campaign analytics and reporting tools (e.g. GA4 and Shopify). Experience in data-driven customer analysis through analytics tools (e.g. Power BI, Tableau, Netsuite). Inquisitive and solution orientated individual, keen to explore how AI can drive efficiencies and unlock customer opportunities. Excellent project management and communication skills. Experience in coaching or developing junior team members, with a passion for nurturing talent. Creative thinker with a test-and-learn mindset.
WHAT WE OFFER: Being part of a diverse working environment of people who we learn from every day. The chance to train and develop your skills in a fast-working environment. Competitive benefits package:
- Physical wellbeing: Private medical insurance covering pre-existing medical conditions and the ability to add family members, an online GP app with 24/7 appointments, available within 24 hours, and cycle scheme participation for tax-exempt bike and/or accessories purchase.
- Financial wellbeing: Company pension scheme.
- Lifestyle: Orlebar Brown and CHANEL product discounts and employee-only sales.
- Employee Recognition: Service award incentives, 1-week office closure in August to practice what we preach (paid leave and separate from 25 days annual leave plus UK public holidays).
It’s never just a job at Orlebar Brown. It’s a way of life. We live and breathe our brand values – Tailored, Vibrant and Brave. Our team define who we are and how we get the job done. At Orlebar Brown, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Orlebar Brown.
Direct applications only. Recruitment agencies – thanks for reading – but we’ve got this one covered!
CRM Manager (FTC Maternity Cover) CRM · London HQ · employer: Orlebar Brown
Contact Detail:
Orlebar Brown Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager (FTC Maternity Cover) CRM · London HQ ·
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their CRM strategies and think about how your skills can contribute to their goals. This will help you stand out as someone who’s genuinely interested in the role.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the CRM Manager role. Highlight your data-driven approach and any creative campaigns you've led. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It shows you're serious about joining the team at Orlebar Brown. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace CRM Manager (FTC Maternity Cover) CRM · London HQ ·
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the CRM Manager role. Highlight your experience in customer segmentation and lifecycle marketing, as these are key to what we’re looking for!
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 background makes you the perfect fit for our team. Don’t forget to mention your love for data-driven strategies!
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 GA4 or Power BI in your previous roles. We want to see how you can turn data into actionable insights!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our community!
How to prepare for a job interview at Orlebar Brown
✨Know Your CRM Inside Out
Before the interview, make sure you’re well-versed in CRM strategies, especially those related to customer retention and engagement. Familiarise yourself with tools like Power BI and GA4, as well as any specific platforms mentioned in the job description. This will show that you’re not just a candidate, but someone who can hit the ground running.
✨Showcase Your Creative Side
Orlebar Brown values creativity in their campaigns, so be prepared to discuss your past experiences where you’ve successfully combined data-driven insights with creative campaign planning. Bring examples of how you’ve tailored communications for VIP customers or high-value segments to demonstrate your understanding of their target audience.
✨Prepare for Data-Driven Discussions
Since the role requires a strong focus on analytics, brush up on your ability to interpret data and provide actionable insights. Be ready to discuss key performance indicators (KPIs) you’ve tracked in previous roles and how they influenced your CRM strategies. This will highlight your analytical skills and strategic thinking.
✨Emphasise Team Collaboration
The position involves working closely with various teams, so it’s crucial to convey your experience in cross-functional collaboration. Share examples of how you’ve worked with eCommerce, retail, or creative teams to align CRM campaigns with broader business goals. This will show that you’re a team player who can foster a collaborative environment.
