CRM & Lifecycle Strategy Leader

BVLGARI; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

BVLGARI is seeking an experienced CRM leader to develop and manage our global CRM strategy, overseeing lifecycle management, segmentation and engagement initiatives across boutique channels.

You will mentor a team, collaborate with partners, and use data-driven insights to optimise communications and campaigns. The role includes coordination for UK events and ensuring compliant, customer-first communications.

Qualifications

• At least 7 years of experience in a CRM role with a focus on segmentation and lifecycle management.
• Proven cross-channel lifecycle communications: email, push, in-app messages, etc.
• End-to-end planning, development and execution of large-scale lifecycle campaigns.
• Customer-first mindset with strong data-driven decision making.

Responsibilities

• Develop and manage our CRM strategy reflecting the global client strategy set by HQ.
• Set up and keep budget up to date covering boutique activities, KCPs and gifting.
• Mentor a growing team of in-boutique CRM ambassadors, fostering innovation and excellence.
• Liaise with partners to develop CRM communication tools.
• Utilise data-driven insights to segment our business customers effectively for tailored communications.
• Design and implement lifecycle management strategies to drive long-term engagement and loyalty.
• Design targets and manage UK clients when attending WW events and exhibitions.
• Monitor CRM KPIs monthly through analysis and reporting.
• Analyse campaign performance and identify opportunities to increase engagement and conversion.
• Manage the customer database health with retention focus and compliant communications.
• Responsible for calendar management, deliverability and monthly reporting.
• Organise in-boutique events to acquire and convert prospects and increase repeat rates.
• Work closely with partners to optimise brand visibility and client acquisition.

Skills

CRM

Segmentation

Lifecycle management

Stakeholder engagement

Cross-channel communications

Data-driven insights

Salesforce

International experience

Tools

Salesforce or similar software

Job description

BVLGARI is seeking an experienced CRM leader to develop and manage our global CRM strategy, overseeing lifecycle management, segmentation and engagement initiatives across boutique channels.

You will mentor a team, collaborate with partners, and use data-driven insights to optimise communications and campaigns. The role includes coordination for UK events and ensuring compliant, customer-first communications.