Customer Marketing Manager (FTC)

Burberry; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global fashion brand in Greater London is seeking a Global Customer Marketing Manager to lead customer outreach and engagement strategies. This role focuses on planning, targeting, and performance optimisation, ensuring a high-impact customer experience. Candidates should have a strong marketing background, ideally within luxury or retail, along with excellent communication and analytical skills. This position offers the chance to significantly influence the brand's customer interactions and campaigns.

Qualifications

• Solid customer marketing or digital marketing background in a fashion/luxury/retail brand.
• Experience managing complex calendars and multiple stakeholders.
• Confident in interpreting data for optimization strategies.

Responsibilities

• Own global planning for customer outreach through email and messaging.
• Drive targeting and segmentation strategy for outreach initiatives.
• Oversee email activities with a focus on optimisation and performance reporting.

Skills

Customer marketing background

CRM understanding

Strong communication skills

Problem-solving skills

Job description

Department: MARKETING & VISUAL MERCHANDISING

City: London

Location: GB

INTRODUCTION

JOB PURPOSE

The Global Customer Marketing Manager plays a central role in shaping how we engage to our customers at scale. The role blends planning, content management and cross‑functional orchestration, with a strong focus on driving more personalised, insight‑led communication across channels. It sits at the heart of the Customer Marketing and CRM orchestration team, connecting global, regional and digital teams to deliver a coherent, high‑impact customer experience.

RESPONSIBILITIES

Calendar Planning and management

• Own the global planning of all 1:Many customer outreach (Email and Messaging) for full price, outlet and localised communication, ensuring alignment across marketing, commercial and regional calendars.
• Lead planning and strategy for key .com customer destinations, including service‑led pages, regional initiatives and the stories section, partnering with Digital to ensure strong linkage between CRM comms and on‑site experiences, building continuity in messaging and customer journeys.
• Lead the global and regional briefing process for customer campaigns and B.com pages, ensuring clarity of objectives, targeting strategy and content needs.
• Maintain a joined‑up view of marketing moments, retail priorities and merch strategy to build an integrated customer plan.

Targeting and Personalisation

• Drive the targeting and segmentation strategy for 1:Many outreach, translating insight into meaningful customer journeys.
• Co‑lead the rollout of new segmentation frameworks in partnership with the CRM Orchestration and Retail CRM teams, ensuring adoption across outreach programs.
• Champion personalisation opportunities across channels, identifying new use cases and partnering with tech and Data insight teams to unlock them.

Performance optimisation and Reporting

• Oversee all email and B.com customer activities with a focus on continuous optimisation and measurable impact.
• Deliver quarterly, monthly and campaign‑level reporting to the business, highlighting insights, learnings and next steps.
• Partner closely with Customer Insight, D&A and CRM teams to turn performance data into actionable improvements.

Content management

• Lead the end‑to‑end content strategy for Customer Marketing, acting as the voice of customer needs within the wider marketing planning cycle.
• Build and implement a robust content mapping, briefing and delivery process for Customer function, collaborating with Digital and Merchandising teams.
• Feed into global marketing briefs with clear asks for Customer channels, ensuring all content supports personalisation, channel requirements and customer journeys.
• Partner with marketing and creative teams in the creation and delivery of bespoke content for customer campaigns and service‑led experiences.
• Manage the Customer content budget, forecasting needs and ensuring efficient use of resources.
• Manage and develop the Customer Marketing team, providing direction, prioritisation and coaching.
• Create clarity around roles, workflows and cross‑functional processes to improve speed and alignment.
• Represent the Customer Marketing function in key cross‑team forums and decision‑making moments.

PERSONAL PROFILE

• Solid customer marketing or digital marketing background, ideally within a fashion/luxury/retail global or multi‑market brand.
• Strong understanding of CRM, content and customer journey.
• Experience managing complex calendars, multiple stakeholders and tight delivery timelines.
• Confident in interpreting data and shaping optimisation strategies.
• Comfortable balancing creativity, structure and operational execution.
• Excellent communicator, able to simplify complexity and bring teams together.
• Strong attention to details and problem‑solving skills.

Job Segment: Marketing Manager, Content Strategy, Merchandising, CRM, Marketing, Retail, Technology