CRM Manager
Stella McCartney
Overview
In this role you will define and drive Stella McCartney’s CRM and client engagement strategy to strengthen loyalty, increase lifetime value, and support business performance across channels. You will bridge Brand, Client Engagement and Retail to ensure CRM is aligned with the brand vision while remaining commercially effective in-store and online. You will translate customer insights into actionable engagement plans and oversee cross-channel campaigns. This is an opportunity to shape CRM practices in a purpose-driven luxury house and elevate clienteling across the retail network.
Responsabilità- Define and implement the brand’s CRM and client engagement strategy in line with marketing and business objectives
- Drive retention, loyalty and customer lifetime value through targeted CRM initiatives
- Develop customer segmentation strategies based on behavior, engagement and spending
- Analyse CRM performance and customer data to identify commercial opportunities and trends
- Translate customer insights into actionable engagement and activation plans
- Oversee CRM campaigns and client communication across retail and digital touchpoints
- Ensure CRM initiatives support brand positioning and commercial performance
- Partner with retail teams to strengthen clienteling practices and CRM adoption in stores
- Define CRM guidelines and best practices for customer engagement across the retail network
- Monitor and optimise CRM KPIs including retention, reactivation, engagement and conversion
- 3–5 years of experience in CRM, Client Engagement or Customer Marketing within luxury or premium brands
- Strong understanding of luxury customer behaviour and clienteling dynamics
- Experience in customer segmentation, CRM strategy and performance analysis
- Commercial mindset with strong analytical capabilities
- Excellent communication and stakeholder management skills
- Familiarity with CRM platforms and omnichannel customer engagement
- Fluent English
- communication
- stakeholder management
- cross-functional collaboration
- CRM platforms
- data analysis
- customer segmentation
Offerta di lavoro pubblicata 2 giorni fa
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