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- Tasks: Lead global retention strategies and enhance customer engagement through innovative CRM initiatives.
- Company: Join a fast-growing luxury lifestyle brand with a focus on digital expansion.
- Benefits: Competitive salary, hybrid work model, and great benefits package.
- Why this job: Shape the future of customer loyalty for a globally loved brand with untapped potential.
- Qualifications: 9+ years in CRM or retention marketing, ideally in luxury or premium sectors.
- Other info: Exciting opportunity to build a pivotal function in a high-growth environment.
The predicted salary is between 90000 - 120000 £ per year.
Global Head of Retention | Hybrid | Up to £90-120k + Great Benefits Central London | Luxury Lifestyle Brand (Omnichannel)
Zachary Daniels are proud to be partnering with an iconic and fast-growing luxury lifestyle brand on the appointment of their very first Global Head of Retention; a brand-new role at the heart of their global digital strategy. This is a career-defining opportunity to build and shape the retention, loyalty, and CRM function from the ground up for a brand with incredible momentum and ambitious growth plans. The business is excited about the potential this role brings; recognising that customer retention, loyalty, and engagement will be a key pillar of their continued success.
They’re looking for someone who can bring the perfect blend of strategic leadership and hands-on delivery to truly own and evolve this space.
The Opportunity:
- As Global Head of Retention, you’ll lead the global CRM, email, SMS, and loyalty ecosystem; ensuring every interaction is thoughtful, data-led, and perfectly on-brand.
- You’ll develop the overarching retention strategy while remaining close to the detail, combining strategic direction with the ability to execute, analyse, and continuously optimise.
- This is a chance to build something from day one; to define what retention excellence looks like for a brand that’s already loved globally but has huge untapped potential in the digital space.
Your day to day:
- Design and deliver a global retention and CRM strategy across email, SMS, and loyalty that enhances customer engagement and lifetime value.
- Own the entire customer lifecycle, from onboarding and nurture to reactivation and loyalty engagement.
- Collaborate cross-functionally with eCommerce, Creative, Growth, and Data teams to create seamless, insight-driven customer experiences.
- Lead innovation in loyalty and rewards, evolving programs that reflect the brand's luxury positioning and drive advocacy.
- Balance big-picture strategy with hands-on execution, ensuring world-class delivery and measurable results.
- Inspire and develop a talented retention and CRM team, nurturing a culture of creativity, agility, and performance.
Experience Needed:
- Proven Senior experience as a Global Head of Retention, Head of CRM, or Senior Retention Lead within luxury or premium DTC environments.
- A unique blend of big-brand sophistication and smaller-brand agility; bringing structure, pace, and entrepreneurial energy.
- Deep understanding of luxury audiences, with an appreciation for tone, personalisation, and brand storytelling.
- 9+ years’ experience in CRM, lifecycle or retention marketing, ideally across multiple global markets.
- Hands-on expertise with email and SMS platforms (Shopify and Bloomreach experience highly regarded).
- Experience building and scaling loyalty and rewards programs that drive repeat purchase and advocacy.
- A strategic leader who’s equally comfortable rolling up their sleeves, with strong analytical and creative instincts.
- A passion for innovation and a test-and-learn mindset that thrives in a high-growth, performance-driven culture.
This is a brand-new, high-impact position; a chance to define and own a pivotal function for a brand in an exciting phase of global expansion. As Global Head of Retention, you’ll have the autonomy, visibility, and support to make a tangible difference. You’ll be joining a brand that is investing heavily in digital growth, and is genuinely excited about the transformative potential this role will unlock. If you’re ready to build, lead, and leave your mark, this is the perfect stage!
Global Head of Retention employer: Zachary Daniels
Contact Detail:
Zachary Daniels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Head of Retention
✨Network Like a Pro
Get out there and connect with people in the industry! Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Show Off Your Skills
When you get the chance to chat with potential employers, make sure to highlight your hands-on experience and strategic thinking. We want to see how you can bring your unique blend of skills to the table, especially in areas like CRM and customer engagement.
✨Prepare for the Interview
Do your homework before any interview! Research the company’s current retention strategies and think about how you can improve them. We love candidates who come prepared with ideas and insights that show they’re genuinely interested in the role.
✨Apply Through Our Website
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. We’re excited to find someone who’s ready to take on this pivotal role and make a real impact!
We think you need these skills to ace Global Head of Retention
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Global Head of Retention. Highlight your experience in CRM and retention marketing, especially in luxury or premium environments. We want to see how your skills align with our vision!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about retention and how you can bring innovative strategies to our brand. Keep it engaging and personal – we love a good story!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Quantify your successes in previous roles, like increasing customer engagement or loyalty program growth. Numbers speak volumes, and we want to see the impact you've made!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Zachary Daniels
✨Know Your Numbers
As the Global Head of Retention, you'll need to demonstrate a strong grasp of key metrics. Brush up on your CRM and retention statistics, and be ready to discuss how you've used data to drive customer engagement and loyalty in previous roles.
✨Showcase Your Strategic Vision
This role is all about blending strategy with execution. Prepare to articulate your vision for a global retention strategy, including innovative ideas for loyalty programmes that align with the luxury brand's ethos. Think about how you can elevate customer experiences through thoughtful, data-led interactions.
✨Demonstrate Cross-Functional Collaboration
Collaboration is key in this position. Be prepared to share examples of how you've successfully worked with eCommerce, Creative, and Data teams in the past. Highlight specific projects where your teamwork led to measurable improvements in customer retention.
✨Emphasise Your Hands-On Experience
While strategic leadership is crucial, this role also requires a hands-on approach. Be ready to discuss your experience with email and SMS platforms, particularly any work you've done with Shopify or Bloomreach. Show them you're not just a strategist but also someone who can roll up their sleeves and get things done.