Head of CRM | Global Contemporary Luxury Retail Brand

JR United Kingdom; Peterborough; On-site; GBP 80,000 - 110,000; Full time

Job summary

A leading global contemporary luxury retail brand seeks a Head of CRM based in Peterborough. This strategic leadership role focuses on enhancing customer engagement, loyalty, and data-driven insights to drive commercial performance. The ideal candidate will possess extensive CRM experience, particularly in luxury sectors, and will lead various initiatives to support customer retention and lifecycle growth.

Benefits

Flexible work options

Development support

Opportunity to work with a globally recognized brand

Qualifications

• Minimum 6 years CRM experience, preferably in luxury or digitally native brands.
• Strong analytical skills and a commercial mindset.
• Experience with CRM platforms.

Responsibilities

• Define and own the global CRM strategy.
• Collaborate with teams to align CRM initiatives.
• Utilize data analytics for decision-making.

Skills

Customer analytics

Lifecycle marketing

Retention strategies

Analytical skills

Strategic thinking

Stakeholder management

Tools

Exponea

Klaviyo

Emarsys

Job description

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Head of CRM | Global Contemporary Luxury Retail Brand, Peterborough

Client:

Fella and Jones

Location:

Peterborough, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

5

Posted:

04.06.2025

Expiry Date:

19.07.2025

Job Description:

The Head of CRM role at Fella & Jones is a strategic leadership position within a global luxury retail brand. Based in Peterborough, the successful candidate will lead the development and execution of the company's CRM strategy, focusing on customer engagement, loyalty, and data-driven insights to enhance brand experience and commercial performance.

Key Responsibilities include:

• Defining and owning the global CRM strategy, including campaign planning, customer segmentation, automation, and loyalty programs.
• Collaborating with ecommerce, digital, product, and creative teams to ensure CRM initiatives align with brand voice and business goals.
• Utilizing data analytics to inform decision-making, reporting on customer retention and lifecycle performance.
• Improving CRM tools and technology stack for better personalization and insights.
• Managing customer segmentation and communications to support retention and lifetime value growth.
• Building relationships with technology vendors and exploring new opportunities for customer engagement.

Candidate Requirements:

• Minimum of 6 years CRM experience, preferably in luxury or digitally native brands.
• Expertise in lifecycle marketing, retention strategies, and customer analytics.
• Experience with CRM platforms such as Exponea, Klaviyo, Emarsys, or similar.
• Strong analytical skills with a commercial mindset.
• Ability to operate both strategically and hands-on.
• Excellent stakeholder management skills across regions and functions.
• Understanding of luxury retail brand experience.

Benefits of Joining:

• Work with a globally recognized luxury brand.
• Shape customer loyalty and experience at a global scale.
• Join a values-driven, progressive company with flexible work options and development support.