Head of CRM & Loyalty, Fragrance

Overview Head of CRM propose actions to optimise customer segmentation, drive engagement, and maximise retention. Oversee the BAU communications. Regularly present insights, wins, and opportunities to senior leadership. Champion the use of zero- and first-party data to deliver personalised communications. Manage Puig CRM relationship to reflect niche fragrance needs in the corporate initiatives roadmap. Collaborate with Tech, Data, and Product to ensure seamless data capture, integration, and activation. Build a high-performing team with a test-and-learn culture. Lead CRM steer co ensuring all stakeholders are clear on goals and KPIs and updates are shared regularly on progress. What we’d love to meet you if you have 10 years experience in CRM, loyalty, or customer marketing, preferably in luxury fragrance, wellness or luxury. Success scaling data-driven CRM programs for retention and LTV. Led loyalty/ membership programs with measurable impact. CRM expertise across DTC, eCommerce, and retail. Experience engaging with stakeholders across all levels. Strong grasp of 360 marketing communication planning. Expertise in segmentation, lifecycle, A/B testing, and revenue attribution. Customer first mindset with luxury sensibility. Strategic, data driven and action-oriented. Experience with CRM platforms (Bloomreach, Salesforce, Braze). Collaborative leader with excellent communication skills. Ability to communicate on multiple CRM related topics, adapting the language to the audience. Effective cross-functional partner with Data