Senior CRM Manager FTC 12 months

Ralph Lauren Corporation; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

A global lifestyle brand is seeking a Senior CRM Manager to lead their Direct-to-Consumer CRM strategy across various channels. This role focuses on driving customer acquisition and retention through data-driven campaigns. The ideal candidate will manage CRM P&L responsibilities, oversee a team, and ensure brand elevation in customer interactions. Key qualifications include substantial CRM experience and strong leadership skills, with a preference for candidates from the retail/luxury industry.

Qualifications

• Substantial experience in Email, CRM, or Customer Marketing.
• Strong analytical and problem-solving capabilities.
• Ability to navigate changing priorities in a fast-paced environment.

Responsibilities

• Lead EMEA DTC CRM strategy across multiple markets.
• Manage CRM channel revenue targets and P&L.
• Develop personalized CRM campaigns to boost customer engagement.

Skills

Data-driven decision making

Project management

Strong communication skills

Customer-centric approach

Leadership and coaching

Tools

CRM tools

Email marketing

AI-driven personalization tools

Job description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

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 wider CRM & CX team, this position is responsible for developing data-driven campaigns, overseeing a high-performing team, and delivering revenue targets across the EMEA region.

The role combines strategic leadership with operational excellence to create innovative, personalised customer experiences that drive business growth and long-term customer value.

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
• 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

Qualifications

• 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