CRM Manager - Luxury Retailer

Zachary Daniels; West Midlands Combined Authority; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a prestigious luxury retailer as a CRM Manager, where you'll lead customer engagement and retention initiatives. In this pivotal role, you'll develop high-impact strategies to enhance customer loyalty and optimize retention. Collaborate with a passionate team to drive innovative CRM campaigns and leverage data insights for strategic decision-making. This is an exciting opportunity to shape the customer experience in a renowned luxury brand, ensuring every interaction reflects excellence and craftsmanship. If you have a passion for luxury retail and data-driven strategies, we want to hear from you!

Benefits

Competitive salary

Career development opportunities

Work with an iconic luxury brand

Collaborative team environment

Qualifications

• Proven experience in a CRM Manager or Loyalty role within luxury retail.
• Strong leadership skills with experience managing and mentoring a team.
• Data-driven mindset with the ability to translate analytics into actionable strategies.

Responsibilities

• Develop and execute a high-impact CRM strategy to increase customer engagement.
• Lead the planning and execution of CRM campaigns across multiple channels.
• Analyze customer behavior and campaign results to inform strategy.

Skills

CRM Management

Customer Engagement

Data Analysis

Segmentation Strategies

Leadership

Communication Skills

Tools

Salesforce

Emarsys

Adobe Campaign

Job description

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Full Job Description

Zachary Daniels is partnering with this renowned luxury retailer.With a rich heritage and an unwavering commitment to craftsmanship andexceptional customer experiences, they continue to set the standardfor prestige and excellence in their market industry.

The Role

We are seeking a dynamic and strategicCRM Manager to lead our customer engagement and retentioninitiatives. Based at our head office, this pivotal role will beresponsible for driving customer loyalty, optimizing retentionstrategies, and ensuring meaningful activations across our database.With one direct report (CRM Analyst), you will oversee data-driveninsights and campaign execution, ensuring a best-in-class customerexperience that aligns with our luxury positioning.

Key Responsibilities- CRM Manager

• Develop andexecute a high-impact CRM strategy to increase customer engagement,retention, and lifetime value.
• Implement personalizedcommunication strategies that enhance the customer journey and brandaffinity.
• Drive segmentation, targeting, and loyaltystrategies to create tailored experiences for high-net-worthclientele.
• Oversee VIP and high-spender programs, ensuringseamless engagement and reactivation initiatives.

CRMCampaigns & Activation

• Lead the planning andexecution of CRM campaigns, including email, SMS, direct mail, andin-store activations.
• Work closely with marketing, retail,and e-commerce teams to ensure omnichannel alignment.
• Optimize automation and personalization strategies to enhanceconversion and customer experience.
• Leverage customerinsights to refine reactivation and retention tactics for lapsedcustomers.

Data & Performance Analytics

• Oversee CRM data management, ensuring accuracy,compliance, and actionable insights.
• Analyse customerbehaviour, segmentation performance, and campaign results to informstrategy.
• Work closely with the CRM Analyst to createreports, dashboards, and predictive models that supportdecision-making.
• Utilize customer insights to recommendstrategies for improving loyalty and purchase frequency.

What You Bring

• Provenexperience in a CRM Manager or Loyalty role within luxury retail,jewellery, watches, or high-end fashion.
• Strong leadershipskills with experience managing and mentoring a team.
• Expertise in CRM tools (e.g., Salesforce, Emarsys,Adobe Campaign, or similar).
• Deep understanding ofcustomer segmentation, retention, and lifecycle marketing.
• Data-driven mindset , with the ability to translateanalytics into actionable strategies.
• Exceptionalcommunication and stakeholder management skills.
• Passionfor luxury retail and delivering an exceptional customer experience.

Why Join?

• Work with aniconic luxury brand in a strategic, high-impact role.
• LeadCRM innovation and shape customer engagement strategies.
• Collaborate with a passionate and high-performing team.
• Competitive salary, benefits, and career developmentopportunities.

If you are a results-drivenCRM Manager/Expert with a passion for luxury and customer engagement,we would love to hear from you. Apply today to be part of our journeyin redefining the luxury retail experience.

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