Senior Manager, Client Engagement EMEIA

Burberry; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Burberry seeks a Senior Manager for Client Engagement to lead strategies across Europe, the Middle East, and India. This pivotal role will enhance loyalty and client relationships while integrating global initiatives with regional insights. The ideal candidate will have solid experience in luxury retail, demonstrating success in client engagement and data-driven strategy execution.

Qualifications

• 7–10 years of experience in client engagement, CRM, or clienteling.
• Strong understanding of regional market nuances across EMEIA.
• Commercial and data-driven with strong analytical abilities.

Responsibilities

• Lead client engagement initiatives and localise global strategies.
• Drive implementation of clienteling tools to enhance loyalty.
• Collaborate with teams to ensure high-touch personalized service.

Skills

Analytical Skills

CRM Platform Skills

Relationship Building

Job description

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

AsSenior Manager, Client Engagement – EMEIA, you will lead the regional strategy and execution of client engagement initiatives across Europe, the Middle East and India. Working closely with the central Global Client Engagement team, you will localise and implement global strategies while identifying regional opportunities to drive loyalty, repeat business, and emotional connection with our clients. This role is pivotal in embedding a consistent, elevated clienteling culture across our EMEIA retail network, while championing local nuances that drive impact.

RESPONSIBILITIES

Strategic Execution

• Translate the global client engagement vision into impactful regional strategies and programs.
• Where appropriate, localise global campaigns, journeys, and content for cultural and market relevance across the EMEIA region.
• Act as the primary EMEIA point of contact for the central global client team — sharing insights, performance, and innovation opportunities.

Clienteling & Loyalty

• Lead the implementation of clienteling tools, lifecycle journeys, and outreach campaigns to elevate service and strengthen loyalty.
• Drive regional consistency in client segmentation, personalisation, and contact strategies.
• Identify and share EMEIA best practices to influence global strategy.

Retail Partnership & Enablement

• Partner with regional retail leadership to ensure stores and client advisors are equipped and inspired to deliver high-touch, personalised service.
• Coach store teams on clienteling behaviours and tools, in alignment with brand standards.
• Monitor store-level engagement KPIs and work collaboratively to improve performance.

Experiential Engagement

• Support the planning and execution of regional client engagement activations, including private appointments, in-store experiences, and curated events.
• Collaborate with Events, PR, and Marketing to align client experiences with brand moments and product launches.

Insights & Reporting

• Working with the global data and CRM team, leverage CRM platforms and data analytics to evaluate campaign performance, client lifetime value, and key behavioural trends.
• Provide regular insights and feedback to the global team on regional impact and opportunities.
• Contribute to EMEIA and global dashboards and storytelling presentations.

PERSONAL PROFILE

• 7–10 years of experience in client engagement, CRM, or clienteling within luxury retail, fashion, or hospitality — ideally in an international, matrixed environment.
• Strong understanding of regional market nuances across Europe, the Middle East, and India.
• Demonstrated success in executing clienteling or loyalty strategies across multiple markets.
• Commercial and data-driven, with strong analytical and CRM platform skills.
• Natural relationship builder, with the ability to influence cross-functional and cross-cultural stakeholders.
• Passion for luxury and client experience; culturally sensitive and brand-aligned.
• Fluent in English; additional European or Middle Eastern languages a plus.

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.