CRM Manager

Responsibilities

• Define and implement the brand’s CRM and client engagement strategy in line with overall marketing and business objectives.
• Drive customer retention, client loyalty and customer lifetime value through targeted CRM initiatives.
• Develop customer segmentation strategies based on client behaviour, engagement and spending patterns.
• Analyse CRM performance and customer data to identify commercial opportunities and business 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 both brand positioning and commercial performance.
• Partner with retail teams to strengthen clienteling practices and CRM adoption within stores.
• Define CRM guidelines and best practices to support customer engagement across the retail network.
• Monitor and optimise CRM KPIs including retention, reactivation, engagement and conversion.

Qualifications

• 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 required.

We welcome people with disabilities and endeavour to make reasonable adjustments. If you do require such adjustments, please let us know within 48 hours of your interview.