Robert Walters
CRM Executive - Luxury & Customer Experience
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CRM Executive - Luxury & Customer Experience
Location: Charterhouse Street, London
Contract: 6-12 months, with the chance to go permanent
Hybrid: 3 days in the office, Tuesday-Thursday
Hours: 8:30/9:00am-5:00pm
The Opportunity
Are you passionate about luxury, customer experience and client engagement? We're looking for a CRM Executive to join a global organisation and play a key role in creating high-quality, personalised customer experiences across the full customer journey.
This is an exciting opportunity for someone with experience in luxury retail, premium brands, clienteling or CRM who enjoys combining customer insight, data and creativity to deliver meaningful and engaging communications. You'll have the opportunity to take ownership of CRM campaigns and customer journeys, working with marketing, content, technology and commercial teams to continually enhance how customers are engaged.
What You'll Do
- Plan, deliver and optimise multi-channel CRM campaigns, creating engaging and personalised customer experiences.
- Develop and enhance customer journeys and lifecycle communications, ensuring customers receive relevant and consistent messaging at every touchpoint.
- Use customer data and insight to drive engagement, retention and customer loyalty.
- Manage audience segmentation and database quality, ensuring customer information is accurate and effectively utilised.
- Work with Salesforce Marketing Cloud and Service Cloud to deliver campaigns, testing and platform improvements.
- Analyse campaign performance and customer behaviour, identifying opportunities to improve engagement and commercial results.
- Keep up to date with luxury CRM, clienteling and customer engagement trends, competitor activity and new opportunities.
- Turn data into clear insights and recommendations using Excel, Power BI and CRM reporting.
- Work closely with marketing, content, technology and commercial teams to bring campaigns and customer initiatives to life.
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What You'll Bring
- 3-5 years' experience in CRM, clienteling, customer engagement, customer insights, analytics or a similar role.
- Experience within a luxury or premium retail environment - ideally a brand where customer experience and relationship building are central.
- A genuine understanding of high-value customers and personalised client engagement.
- Experience using customer data and insight to improve engagement, retention and customer experience.
- Hands-on experience with Salesforce Marketing Cloud and/or Service Cloud.
- Strong analytical skills, including advanced Excel and ideally Power BI or similar reporting tools.
- Excellent communication and stakeholder management skills, with the ability to work collaboratively across different teams.
- A commercial and customer-focused mindset, with strong attention to detail and a passion for delivering a high-quality customer experience.
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Why This Role?
This is a great opportunity to bring your luxury CRM or clienteling experience into a global organisation, working across customer journeys, data, technology and marketing. If you enjoy understanding what makes customers tick, using insight to create more personalised experiences and seeing CRM campaigns come to life, we'd love to hear from you.
Apply now and a recruiter will be in touch to discuss the opportunity in more detail.
GSC Manchester TET is acting as an Employment Business in relation to this vacancy.
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