Senior CRM Manager, Fragrance

PUIG; London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A global luxury fragrance company is seeking a Senior CRM Manager to lead CRM marketing strategies aimed at enhancing consumer engagement and retention. The ideal candidate will have over 5 years of experience, particularly in luxury sectors, and a proven ability to drive data-driven CRM programs. This role offers a collaborative and creative work culture with competitive benefits and opportunities for growth.

Benefits

Creative work culture

Learning and development opportunities

International growth opportunities

Competitive compensation package

Qualifications

• 5+ years experience in CRM, loyalty, or customer marketing.
• Proven experience leading loyalty programs with measurable impact.
• Strong grasp of 360 marketing communication.

Responsibilities

• Lead global CRM strategy for Fragrance.
• Define and implement CRM strategies across all channels.
• Monitor consumer segmentation and drive engagement.

Skills

CRM expertise

Data-driven strategies

Stakeholder engagement

Marketing communication planning

Segmentation and A/B testing

Tools

Bloomreach

Salesforce

Braze

Job description

Overview

The Opportunity: As the Senior CRM Manager, you will lead global omnichannel CRM marketing communications to drive consumer engagement, loyalty, and revenue growth. You will drive customer retention and increase Customer Lifetime Value through data-driven communication strategies. You will oversee email, SMS, direct mail and clienteling channels (plus market-specific additions) to deliver best-in-class communications that engage our consumers. You will drive loyalty by evolving our loyalty program to elevate engagement, retention, and brand affinity, and influence brand and markets to develop further opportunities. Reporting to the Consumer Marketing Director for Fragrance, you will be part of the Global Consumer Marketing team, working across functions and brands, and understanding how these interact with the rest of the organisation. This role requires a strategic thinker with hands-on experience in CRM platforms, channels, and consumer segmentation, who can thrive in a dynamic, fast-paced environment. This is a temporary position for 12 months.

What you’ll get to do

Responsibilities

• Lead global CRM strategy for Fragrance.
• Define and implement CRM strategy combining storytelling with personalised engagement across all channels.
• Deliver roadmap across acquisition, engagement, retention, reactivation, and loyalty.
• Own and evolve our loyalty/membership programs to boost retention, advocacy, and CLTV. Partner with brand on annual gifting program, aligned to key moments, brand calendar and consumer lifestage.
• Develop clienteling strategy with brand, retail and markets.
• Define KPIs and build reporting to track CRM, loyalty, and CLTV.
• Monitor RFM for consumers across digital and store level; propose actions to optimise customer segmentation, drive engagement, and maximise retention.
• Oversee the BAU communications.
• Regularly present insights, wins, and opportunities to senior leadership.
• Champion the use of zero- and first-party data to deliver personalised communications.
• Manage Puig CRM relationship to reflect niche fragrance needs in the corporate initiatives roadmap.
• Collaborate with Tech, Data, and Product to ensure seamless data capture, integration, and activation.
• Build a high-performing team with a test-and-learn culture.
• Lead CRM steer co ensuring all stakeholders are clear on goals and KPIs and updates are shared regularly on progress.

Qualifications

• 5+ years experience in CRM, loyalty, or customer marketing, preferably in luxury fragrance, wellness or luxury.
• Success scaling data-driven CRM programs for retention and LTV.
• Led loyalty/membership programs with measurable impact.
• CRM expertise across DTC, eCommerce, and retail.
• Experience engaging with stakeholders across all levels.
• Strong grasp of 360 marketing communication planning.
• Expertise in segmentation, lifecycle, A/B testing, and revenue attribution.
• Customer first mindset with luxury sensibility.
• Strategic, data driven and action-oriented.
• Experience with CRM platforms (Bloomreach, Salesforce, Braze).
• Collaborative leader with excellent communication skills.
• Ability to communicate on multiple CRM related topics, adapting the language to the audience.
• Effective cross-functional partner with Data & Insights, Brand, Ecommerce team, Markets.

Benefits

• An entrepreneurial, creative and welcoming work culture
• A range of learning and development opportunities
• An international company with plenty of opportunities to grow
• A competitive compensation & benefits package