Head of CRM | Global Contemporary Luxury Retail Brand

JR United Kingdom; Leeds; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading global contemporary luxury retail brand seeks a strategic Head of CRM to shape its customer engagement strategy. This role involves developing lifecycle marketing, managing analytics and driving customer retention efforts. Candidates should have 6+ years of CRM experience, especially in premium or luxury sectors.

Benefits

Flexible working

Generous development budgets

Collaborative culture

Qualifications

• 6+ years of CRM experience, preferably in premium or luxury brands.
• Strong knowledge of lifecycle marketing and customer analytics.
• Commercial mindset with ability to interpret data.

Responsibilities

• Define and own the global CRM strategy.
• Utilise data for insight-driven decision-making.
• Enhance CRM tools for better personalisation.

Skills

Lifecycle marketing

Retention strategies

Customer analytics

Tools

Exponea

Klaviyo

Emarsys

Job description

Head of CRM | Global Contemporary Luxury Retail Brand, Leeds, West Yorkshire

Client:

Fella and Jones

Location:

Leeds, West Yorkshire, United Kingdom

Job Category:

Other

Work Type:

Virtual job fairs

EU work permit required:

Yes

Job Views:

4

Posted:

04.06.2025

Expiry Date:

19.07.2025

Job Description:

Head of CRM

London / Virtual job fairs

Fella & Jones is proud to be exclusively partnered with a global leader in contemporary luxury retail to appoint a strategic and commercially minded Head of CRM. This is a rare opportunity to shape the global CRM vision for a brand admired for its elevated aesthetic, progressive values, and customer-first philosophy.

As Head of CRM, you’ll lead the development and execution of a dynamic, data-led customer engagement strategy—balancing performance with brand prestige. Responsibilities include lifecycle marketing, loyalty frameworks, personalisation, and analytics to deliver seamless, elevated experiences across all touchpoints.

Key Responsibilities

• Define and own the global CRM strategy, including campaign planning, customer segmentation, automation journeys, and loyalty programs.
• Collaborate with ecommerce, digital, product, and creative teams to ensure CRM initiatives reflect the brand’s voice and meet commercial goals.
• Utilise data for insight-driven decision-making—manage customer reporting, retention analytics, and lifecycle performance.
• Enhance CRM tools and tech stack to improve personalisation, insights, and platform integration.
• Build and manage customer segments and communications to support retention, reactivation, and LTV growth.
• Nurture relationships with tech vendors and explore new opportunities for customer engagement and loyalty.

What You Bring

• 6+ years of CRM experience, preferably in premium, luxury, or digitally native brands.
• Strong knowledge of lifecycle marketing, retention strategies, and customer analytics.
• Experience with platforms such as Exponea, Klaviyo, Emarsys, or similar.
• Commercial mindset with the ability to interpret data into actionable insights.
• Hands-on and strategic approach, capable of vision-setting and operational execution.
• Ability to manage multiple stakeholders across regions and functions.
• Deep understanding of brand experience within luxury or high-growth retail environments.

Why Join

• Be part of a globally recognised brand redefining modern luxury.
• Influence customer experience at scale, shaping loyalty and connection worldwide.
• Work in a values-led business with a progressive approach to sustainability and innovation.
• Enjoy flexible working, generous development budgets, and a collaborative culture.

Note: If you are not a passport holder of the country for the vacancy, a work permit may be required. Please check our blog for more information.

Applications should be submitted via the 'Apply now' button. Do not provide bank or payment details.

Created on 04/06/2025 by JR, United Kingdom