Head of CRM | Global Contemporary Luxury Retail Brand

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

Job summary

A global leader in contemporary luxury retail is seeking a strategic Head of CRM for their Luton operations. The role involves leading a data-driven customer engagement strategy and enhancing brand loyalty through innovative CRM practices. You will work closely with e-commerce and creative teams to align initiatives with brand values. Candidates should possess substantial CRM experience and familiarity with leading platforms, aiming to contribute to a dynamic and forward-thinking customer experience.

Benefits

Flexible working

Generous development budgets

Collaborative culture

Qualifications

• 6+ years of CRM experience ideally in premium or luxury brands.
• Experience with CRM platforms is essential.
• Strong knowledge of retention strategy and customer insights.

Responsibilities

• Define and oversee global CRM strategy and campaign planning.
• Collaborate with multiple teams to achieve commercial goals.
• Use data to drive insights and improve customer engagement.

Skills

CRM experience

Lifecycle marketing

Customer analytics

Tools

Exponea

Klaviyo

Emarsys

Job description

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Head of CRM | Global Contemporary Luxury Retail Brand, Luton, Bedfordshire

Client:

Fella and Jones

Location:

Luton, Bedfordshire, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

4

Posted:

04.06.2025

Expiry Date:

19.07.2025

Job Description:

Head of CRM

London

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—one that balances performance with brand prestige. From lifecycle marketing and loyalty frameworks to personalisation and analytics, you’ll be at the centre of delivering seamless, elevated experiences across every touchpoint.

Key Responsibilities

• Define and own the global CRM strategy, overseeing 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.
• Use data to drive insight-led decision-making—owning customer reporting, retention analytics, and lifecycle performance.
• Continuously evolve the brand’s CRM tools and tech stack to improve personalisation, customer insights, and integration with other platforms.
• Build and manage best-in-class customer segments and communications aligned with retention, reactivation, and LTV growth.
• Nurture relationships with key tech vendors and identify new opportunities to elevate customer communications and loyalty.

What You Bring

• 6+ years of CRM experience, ideally within premium, luxury, or digitally native consumer brands.
• Strong knowledge of lifecycle marketing, retention strategy, and customer analytics.
• Experience with CRM platforms such as Exponea, Klaviyo, Emarsys, or similar.
• Commercially focused, with the ability to interpret data and translate it into actionable insights.
• Hands-on and strategic, capable of both vision-setting and operational delivery.
• Confident managing multiple stakeholders across regions and functions.
• A deep understanding of brand experience within a luxury or high-growth retail environment.

Why Join

• Be part of a globally recognised brand redefining modern luxury.
• Influence the customer experience at scale—shaping loyalty and connection worldwide.
• Thrive in a values-led business with a progressive approach to people, planet, and product.
• Flexible working, generous development budgets, and a collaborative, forward-thinking culture.