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- Tasks: Lead customer experience strategies to boost loyalty and engagement across multiple channels.
- Company: Globally recognised luxury lifestyle brand blending heritage with innovation.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Fast-paced international role with a focus on digital innovation and collaboration.
- Why this job: Shape the future of luxury customer experiences and drive impactful change.
- Qualifications: Extensive experience in CX within fashion or luxury retail, strong leadership skills.
The predicted salary is between 70000 - 90000 £ per year.
The Brand is a globally recognised luxury lifestyle house seeking a customer-obsessed leader to help shape the future of its customer experience strategy across Europe, the Middle East, and Africa. Known for timeless style, premium craftsmanship, and elevated storytelling, the brand blends heritage with innovation to create seamless, connected experiences across digital and physical touchpoints. With a strong focus on loyalty, personalisation, and client engagement, the business is investing heavily in data-driven customer transformation and next-generation CX capabilities.
As Senior CX Manager, you will lead the development and execution of customer-centric strategies designed to increase customer lifetime value, retention, and long-term brand loyalty across multiple direct-to-consumer channels. Working closely with senior CRM and CX leadership, you will oversee connected customer journeys spanning ecommerce, retail stores, paid media, CRM, and customer support, ensuring a seamless luxury experience at every interaction. You will use customer insights, segmentation, and AI-driven decision making to optimise engagement strategies, while collaborating cross-functionally with teams across CRM, retail marketing, ecommerce, media, data, and technology. This is a highly strategic and hands-on role with responsibility for driving innovation, leading test-and-learn initiatives, and managing a high-performing team in a fast-paced international environment.
You are a strategic and commercially minded CX leader with extensive experience delivering impactful customer strategies within fashion, luxury, retail, or premium consumer environments. You combine analytical thinking with creativity, using data and insight to shape personalised experiences that drive measurable business results. Comfortable influencing senior stakeholders and managing cross-functional projects, you thrive in collaborative environments and bring strong leadership capabilities with experience developing and mentoring teams. You are passionate about customer behaviour, digital innovation, and luxury brand experiences, with excellent communication, organisational, and problem-solving skills. A digital-first mindset, customer-centric approach, and ability to adapt quickly in a dynamic environment will be key to success in this role.
Senior CX/CRM Manager in London employer: WeComm
Contact Detail:
WeComm Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior CX/CRM Manager in London
✨Tip Number 1
Network like a pro! Reach out to industry contacts on LinkedIn or attend events related to CX and CRM. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream role.
✨Tip Number 2
Showcase your expertise! Create a portfolio or case studies that highlight your previous successes in customer experience strategies. We want to see how you've driven loyalty and engagement in past roles, so make it easy for potential employers to see your impact.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios specific to CX and CRM. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experience clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior CX/CRM Manager in London
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer experience shine through. Share specific examples of how you've improved customer journeys in the past, especially in luxury or retail settings. We want to see that you truly care about creating seamless experiences!
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for this role. Highlight relevant experience in CX and CRM, and don’t forget to mention any data-driven strategies you've implemented. We love seeing how your skills align with our mission at StudySmarter!
Use Data to Back Up Your Achievements: In your application, include quantifiable results from your previous roles. Whether it’s increased customer retention rates or successful engagement strategies, we appreciate numbers that tell a story. It shows us you’re not just about ideas, but also about results!
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 don’t miss out on any important updates. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at WeComm
✨Know the Brand Inside Out
Before your interview, dive deep into the brand's history, values, and recent initiatives. Understand their customer experience strategy and how they blend heritage with innovation. This will not only show your passion but also help you align your answers with their vision.
✨Showcase Your Data-Driven Mindset
Be prepared to discuss specific examples of how you've used data to drive customer engagement strategies in the past. Highlight your experience with segmentation and AI-driven decision-making, as these are crucial for the role. Bring along metrics or case studies that demonstrate your impact.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working closely with various teams, share stories that illustrate your ability to collaborate effectively. Talk about how you've influenced senior stakeholders and managed projects across different departments, showcasing your leadership skills and teamwork.
✨Emphasise Your Customer-Centric Approach
Prepare to discuss your understanding of customer behaviour and how it informs your strategies. Share insights on personalisation and loyalty initiatives you've implemented, and be ready to suggest innovative ideas that could enhance the brand's customer experience.