Customer Retention Manager @MRPORTER

MR PORTER is the men’s luxury style destination. Since 2011, it has offered 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, MrP, 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.

Location & Working Hours
Westfield office in Shepherd’s Bush
37.5 hours per week (4 days in office)

Benefits

• Competitive salary
• Performance bonus schemes dependent on the type of role
• Pension contributions from both you and the company
• Portal with a range of discounts on theme park and cinema tickets
• Famous staff discount and exclusive staff sales
• Private healthcare
• Flexible working
• Part of a fun and caring team that support each other

Responsibilities

• 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.

Qualifications

• 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.

Equal Opportunities
LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize 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, color, 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.