Senior CRM Manager

Jimmy Choo; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading luxury brand management firm in London is seeking a Senior CRM Manager to lead their clienteling strategy across customer segments. This role will optimize client journeys and communications through their Choo Clienteling platform, focusing on increasing customer lifetime value and driving profitable growth. The ideal candidate will have proven CRM management experience and a strong understanding of customer journey mapping.

Qualifications

• Proven experience in CRM management.
• Strong understanding of customer journey mapping and segmentation.
• Experience with clienteling platforms, preferably in a luxury context.

Responsibilities

• Lead and execute clienteling strategy across all customer segments.
• Partner with teams to tailor CRM strategies to local markets.
• Define and refine customer journeys across client segments.

Job description

Job Title: Senior CRM Manager

Department: CRM

Reports to: CRM Director

Location: London Head Office

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.

—

The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

—

At Capri Holdings Limited, we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process, please contact our Talent Acquisition team at [e-mail].