CRM Manager

LVMH Group; Greater London; On-site; GBP 65,000 - 95,000; Full time

Job summary

Bulgari, part of the LVMH group, seeks a senior CRM leader in Greater London to drive lifecycle strategy, segmentation and customer engagement. You will mentor a growing boutique CRM team, manage budgeting for activities and gifting, and collaborate with partners to enhance data-driven communications across channels.

Ideal candidate has 7+ years in CRM, strong analytical skills, and experience with Salesforce in an international setting.

Qualifications

• At least 7 years in a CRM role with segmentation and lifecycle management.
• Experience with cross-channel lifecycle communications (email, push, in-app).
• End-to-end planning and execution of large-scale campaigns.
• Strong customer-centric mindset and stakeholder collaboration.
• Excellent verbal and written communication and analytics focus.
• Experience in an international organisation.

Responsibilities

• Develop and manage CRM strategy reflecting HQ's client strategy.
• Set up and maintain budget for boutique activities, KCPs and gifting.
• Mentor a growing team of in-boutique CRM ambassadors.
• Liaise with partners to develop CRM communication tools.
• Segment business customers and tailor communications accordingly.
• Design and implement lifecycle strategies to boost engagement and loyalty.
• Manage UK client activity at WW events and exhibitions.
• Oversee printed material orders and distribution (catalogues, invites, etc).
• Monitor CRM KPIs monthly and analyze campaigns for improvements.
• Maintain health of customer database and ensure compliant comms.
• One-to-ones and calendar management; deliverability and monthly reporting.
• Organise in-boutique events to acquire prospects and drive repeat rates.
• Collaborate with partners to optimise brand visibility and client acquisition.

Skills

CRM strategy

Lifecycle management

Segmentation

Cross-channel comms

Stakeholder engagement

Data-driven insights

Salesforce

Team leadership

Tools

Salesforce

Job description

• Develop and manage our CRM strategy, including customer lifecycle management, segmentation, and engagement initiatives, reflecting the global client strategy set up by HQ.
• Set up and keep budget up to date covering all boutique activities, as well as KCPs and gifting.
• Mentor a growing team of in-boutique CRM ambassadors, fostering a culture of innovation and excellence.
• Liaise with partners in order to develop CRM communication tools.
• Utilise data-driven insights to segment our business customers effectively, ensuring that each segment receives tailored and relevant communication and offerings.
• Design and implement effective customer lifecycle management strategies to drive long-term engagement and loyalty through continuous optimisation.
• Design targets and manage UK clients when attending WW events and exhibitions
• Manage printed material orders management and distribution (catalogues, brochures, invitations, books, etc...)
• Monitor CRM and ECRM KPIs monthly through analysis and reporting.
• Analyse campaign performance and use data and insights to identify and implement opportunities for increasing engagement and conversion rates at all stages of the customer’s lifecycle journey.
• Manage the customer database health with a focus on retention and engagement: make sure all comms are in line with CRM best practices, compliance requirements, through appropriate channels and without errors.
• Responsible for one-to-ones and one-to-many calendar management, deliverability and monthly reporting.
• Organise in-boutique events to acquire and convert prospects and increase repeat rates.
• Work closely with partners to optimize brand visibility and client acquisition.

Profile

About You:

• At least 7 year experience in a CRM role, with strong focus on segmentation, lifecycle management and stakeholder engagement
• Strong track record of successful cross-channel (email, push, in-app messages etc.) lifecycle comms.
• End-to-end planning, development and execution of large-scale engaging lifecycle campaigns.
• Customer-first attitude: can demonstrate ability to put yourself in customer shoes and have a deep understanding of customer segmentation.
• Excellent verbal and written communication skills and strive to have a customer-first mindset.
• Comfortable working with different departments and senior stakeholders. You can build relationships and alignment but are not afraid to push ahead on your vision.
• Self-starter and impact-drive.
• Technically-savvy with a creative eye. You’re comfortable with technical matters, but you also care about how your comms look and what message you send to your customers.
• Quick learner and problem solver with a strong analytical mindset and eager to learn and develop with a passion for using data to improve campaign performance.
• Experience in Sales Force or similar software.
• Contact with partners to develop client data base.
• Experience working in an international organisation.

Additional information

Founded in 1884 by Sotirio Bulgari as a single jewelry shop in the ICONIC capital city of Rome, Bulgari’s name has today become emblematic of GRAND Italian excellence. Creating a highly distinctive style that celebrates its rich UNDENIABLY ROMAN history, Bulgari is able to blend CONTEMPORARY, GLAMOROROUS and PRECIOUS with HERITAGE and luxury. The original pioneering spirit of the Bulgari family helped to evolve the company into a VISIONARY, successful and global Maison, while its roots in ELEGANT jewelry and EXUBERANT watches have grown into new expressions of MAGNIFICENT accessories, perfumes and luxury resorts.

Bvlgariwas founded in the heart of Rome in 1884.Over the decades, the Brand has established a worldwide reputation as magnificent Roman High Jeweler and icon of Italian art of living.

Demonstrated through its numerous philanthropic partnerships,Bvlgarideeply believes in innovating the present for a sustainable fature through its commitmentto Social & Environmental Responsibility and giving back – to nature and to the community. In 2024 the Maison announced the creation of Fondation Bvlgari, reinforcing its devotion to building a meaningful tomorrow through care, generosity and long-term dedication.

Crafting Dreams Starts With Yours

At LVMH, people make the difference in the art of crafting dreams.

Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community.

Join us at LVMH, where your talent is at the heart of our collective successes.