Senior CRM Manager FTC 12 months

Ralph Lauren; Greater London; On-site; GBP 65,000 - 85,000; Full time

Job summary

A luxury brand is looking for a Senior CRM Manager (FTC) in Greater London to lead their Direct-to-Consumer CRM strategy across various channels. This position involves driving customer acquisition and engagement, managing a high-performing team, and developing data-driven campaigns across 83 EMEA markets. Candidates should have substantial experience in CRM management and a strong customer-centric approach. The role also requires exceptional project management skills and the ability to work collaboratively across teams.

Qualifications

• Substantial experience managing a high performing team in CRM or Customer Marketing.
• Proven track record in executing successful CRM strategies.
• Exceptional project management skills with the ability to manage multiple initiatives.

Responsibilities

• Drive EMEA DTC CRM strategy across 83 markets.
• Lead a team of 2 CRM Managers and manage P&L responsibilities.
• Develop and execute personalized CRM campaigns.

Skills

Email Marketing

CRM Management

Team Leadership

Analytical Skills

Project Management

Job description

Position Overview

The Senior CRM Manager FTC (Maternity Cover) will lead Ralph Lauren EMEA's Direct-to-Consumer (DTC) CRM strategy across email, SMS, WhatsApp, and direct mail channels. This role drives customer acquisition, retention, and engagement strategies while ensuring brand elevation across all touchpoints. Working closely with the CRM & CX Lead, this position is responsible for developing data‑driven campaigns, managing a high‑performing team of 11, and delivering revenue targets across 83 EMEA markets and four business units. The role combines strategic leadership with operational excellence to create innovative, personalised customer experiences that drive business growth and long‑term customer value.

Essential Duties & Responsibilities

• Drive EMEA DTC CRM strategy across 83 markets and 4 business units
• Lead and develop a team of 2 CRM Managers (wider team of 11)
• Manage CRM channel revenue targets and P&L responsibilities
• Develop and execute personalised CRM campaigns across owned channels
• Oversee customer segmentation strategies
• Drive AI‑powered personalization initiatives
• Ensure brand elevation across all customer touchpoints
• Monitor and optimise channel performance
• Oversee experimentation and optimisation programs
• Track database health and identify growth initiatives
• Partner with teams across the business to develop CRM strategies aligned to business & customer goals: Retail, Ecomm, CX, Marketing Planning, Data Strategy, Legal teams.
• Manage and develop relationships with third‑party agencies
• Support new tool implementation and vendor selection

Experience, Skills & Knowledge

• Substantial experience managing a high performing team within Email, CRM or Customer Marketing role.
• Proven track record in developing and executing successful CRM strategies
• Exceptional project management skills with proven ability to prioritise, delegate and deliver multiple initiatives simultaneously
• Data‑driven decision maker with strong analytical and problem‑solving capabilities
• Strong technical expertise in email, SMS, WhatsApp, and direct mail channels
• Experience managing CRM P&L and revenue targets
• Experience working in Retail / luxury industry preferred
• Proven communication skills with ability to influence and present to all levels of the organisation whilst being adaptable and resilient to navigate changing priorities
• Strong business acumen with customer‑centric approach, whilst being adaptable and resilient with ability to navigate changing priorities
• Demonstrated success in managing, motivating and developing high‑performing teams through strong leadership and coaching
• Experience with AI‑driven personalization and customer segmentation strategies
• Strong background in retail / luxury industry preferred
• Track record of managing multiple stakeholders and third‑party vendors
• Experience working in a fast‑paced environment, managing large customer databases and omni‑channel CRM communication planning
• Collaborative team player with experience in hybrid / remote working environments
• Proactive self‑starter with attention to detail and quality standards