CRM Manager

Bvlgari; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Bulgari in London is seeking a senior CRM leader to develop and manage our customer lifecycle strategies across global client programs. You will own segmentation, engagement initiatives and budget oversight for boutique activities, delivering personalised communications and strong retention.

You will mentor in-boutique CRM ambassadors, collaborate with partners, analyze data to optimise campaigns, and report KPIs monthly, driving loyalty and growth across the UK market.

Qualifications

• 7+ years in a CRM role with segmentation and lifecycle management.
• Proven cross-channel lifecycle communications (email, push, in-app messages).
• End-to-end planning and execution of large-scale lifecycle campaigns.
• Customer-first mindset and strong data-driven problem solving.
• Excellent communication and stakeholder engagement with senior teams.

Responsibilities

• Develop and manage CRM strategy reflecting HQ client strategy.
• Set up and manage budget for boutique activities, gifting, and KPIs.
• Lead and mentor CRM ambassadors in boutique network.
• Collaborate with partners to develop CRM communication tools.
• Analyse data to optimise segmentation and engagement.
• Monitor KPIs monthly and report on campaign performance.
• Organise in-boutique events to acquire prospects and increase loyalty.

Skills

CRM strategy

Lifecycle management

Segmentation

Stakeholder engagement

Cross-channel communications

Data analytics

Team leadership

Tools

Salesforce

Job description

Position

• 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

• 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.

Desirable

• 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. Becoming a BOLD Bulgari team member means being part of an authentic, passionate work environment, while working for a CONTEMPORARY brand of worldwide renown. Among our most imperative challenges is to recruit BRILLIANT, PASSIONATE and INNOVATIVE people to join our team. As a global player, Bulgari is committed to all issues affecting diversity, and we recruit and hire employees from around the globe, ensuring that everyone has the BOLD opportunity to succeed. We find that employees from different cultural, linguistic and national backgrounds provide us with an EQUISITE knowledge for understanding complex international markets. Beyond diversity, we actively promote Corporate Social Responsibility, as we insist on maintaining a safe and open environment, where UNIQUE people can express their own ideas and passions.