Senior CRM Manager

Jimmy Choo; Camden Town; On-site; GBP 60,000 - 80,000; Full time

Job summary

A luxury fashion brand in Camden Town is seeking a Senior CRM Manager to lead their clienteling strategy across all customer segments. The role involves designing customer journeys, developing CRM communications, and collaborating with regional teams to enhance customer retention. Ideal candidates possess experience in CRM management and strategic planning.

Responsibilities

• Lead and execute clienteling strategy across all customer segments.
• Develop the CRM communication strategy to maximize customer value.
• Define and refine customer journeys across all client segments.

Job description

The Senior CRM Manager is responsible for leading and executing our clienteling strategy across all customer segments and markets. This role is pivotal in shaping the end-to-end client experience, with a focus on increasing customer lifetime value, reinforcing our brand proposition, and driving profitable growth across key client groups. Acting as a key strategic partner to regional and global teams, the Senior CRM Manager will own the development, implementation, and optimisation of client journeys and communications, primarily through our Choo Clienteling platform.

Strategy & Execution

• Develop the overarching CRM communication strategy, with a clear focus on maximising customer value and driving retention
• Partner with regional teams to tailor CRM strategies to local market behaviours, needs, and opportunities.
• Own and evolve the Choo Clienteling platform roadmap to ensure high adoption, training, and performance across retail teams.

Customer Journey & Segmentation

• Define and continuously refine end-to-end customer journeys across all client segments, ensuring differentiated experiences based on lifecycle stage, product affinity, and value tier.
• Map out key touchpoints including outreach, marketing messaging, service moments, gifting, and experiential elements.
• Build and maintain engagement frameworks across all CRM channels (digital, retail, and direct mail), ensuring consistency and relevance.

Campaigns, Gifting & Experiences

• Collaborate with Marketing to develop scalable event frameworks for each client tier, including concept development, targeting criteria, and success metrics.
• Design and manage a gifting strategy across tiers and regions, working with Licensing and external partners to develop the catalogue and lead project management from briefing to delivery.
• Oversee outreach content creation, including templates and creative asset development, ensuring on-brand, high-impact communications.

Cross-functional Collaboration

• Partner with Merchandising to drive CRM activations aligned with product strategies and seasonal priorities.
• Work closely with the Private Client team to shape the VIC (Very Important Client) experience, both online and in-store.
• Align with the Retail Excellence team to ensure CRM strategies are effectively cascaded into global retail training and standards.
• Serve as a CRM ambassador across the organisation, fostering a client-centric culture and upskilling teams where necessary.