Fabergé
Customer Relationship Management Manager
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Company Profile
Fabergé is one of the most iconic names in global luxury, synonymous with exceptional craftsmanship, artistic mastery, and historic significance.
Founded in 1842, the house became legendary when Peter Carl Fabergé created the ingenious Imperial Easter Eggs for the Romanov family between 1885 and 1916. Today, Fabergé continues this legacy through extraordinary jewellery, watches, and objets d'art for a discerning international clientele.
As the brand continues to evolve for a modern luxury audience, we are committed to delivering exceptional craftsmanship and client experience across every touchpoint, while growing our presence with a discerning international clientele.
Position Overview
As the business continues to grow its direct-to-consumer channels, CRM and clienteling have become central to how the House acquires, retains, and develops relationships with clients across every touchpoint. Fabergé is seeking a proactive, commercially-minded CRM & Clienteling Manager to establish and lead this capability, working closely with the Global Commercial Director across Retail, Marketing, E-commerce, and By Appointment channels.
The CRM & Clienteling Manager will lead the execution of Fabergé's CRM strategy, acting as the bridge between client data, commercial insights, and retail execution. Working closely with the Global Commercial Director, the role will drive client lead conversion, acquisition, retention, and repeat purchase across all DTC channels, ensuring CRM becomes an embedded commercial capability across the business.
The successful candidate will own the day-to-day management and continuous development of Zoho CRM, partnering with Retail, E-commerce, Marketing, and By Appointment teams to translate data and opportunities into measurable commercial outcomes. As the role evolves, the CRM & Clienteling Manager will play a key part in shaping and developing Fabergé's CRM and clienteling function.
Key Responsibilities
CRM Strategy & Ownership
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- Lead the execution of Fabergé's CRM strategy across all direct-to-consumer channels
- Act as the central point of coordination for CRM across Retail, E-commerce, Marketing, and By Appointment channels
- Lead client segmentation, ownership, and lifecycle management
- Drive client acquisition, retention, and repeat purchase initiatives through CRM
- Identify opportunities to continuously enhance CRM capability, processes, and client engagement
Zoho CRM Implementation & Data Management
- Initially support the implementation and rollout of Zoho as Fabergé's CRM platform, acting as a key business point of contact during setup and configuration, and helping to define data architecture, migration rules, and data quality standards as client records move onto the new system
- Subsequently own day-to-day administration and ongoing development of Zoho CRM
- Lead the ongoing optimisation of the platform to maximise user adoption, efficiency, and commercial value
- Ensure the integrity, governance, and accuracy of all client, lead, and opportunity data across direct channels
- Maintain dashboards, reporting, and data quality standards
- Support compliance with data privacy, consent management, and CRM best practices
- Drive CRM adoption across the business through training and ongoing support
Clienteling & Commercial Execution
- Translate CRM insights into actionable clienteling initiatives across all boutiques
- Partner with Boutique Managers to deliver CRM campaigns and outreach programs
- Lead the CRM process supporting the management and conversion of leads generated through web forms, events, and other direct channels
- Drive client acquisition, retention, and repeat purchase through CRM initiatives
- Monitor and report on the effectiveness of clienteling initiatives
- Identify opportunities to improve client engagement and lifetime value
- Develop a CRM-driven gifting program to support boutique events and key client moments, enhancing client engagement and loyalty
- Act as the day-to-day CRM support partner for Retail teams
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Reporting & Commercial Insights
- Produce regular reporting covering lead generation, client engagement, retention, and campaign performance
- Translate data into actionable insights for the Commercial team
- Define, monitor, and report on CRM KPIs
- Identify opportunities to improve client acquisition, conversion, and lifetime value
Cross-Functional Collaboration
- Work closely with Retail, Marketing, E-commerce, and By Appointment teams
- Coordinate lead allocation and client follow-up processes
- Work collaboratively with teams across the business to ensure CRM processes, governance, and client ownership principles are consistently applied
- Ensure CRM activity is aligned with wider business priorities
- Establish CRM as an embedded commercial capability across the organisation
Skills Required/Qualifications
- Hands-on experience working with CRM platforms such as Zoho, Salesforce, or HubSpot
- Experience supporting retail and client-facing teams
- Strong analytical mindset with experience producing reporting and dashboards
- Ability to translate data and insights into commercial actions
- Strong stakeholder management and communication skills
- Comfortable working cross-functionally across multiple departments
Background
- Experience in CRM, clienteling, or customer experience roles, ideally within luxury, jewellery, fashion, or premium retail
Why this role matters
Client relationships are at the heart of Fabergé. As the business continues to expand its global retail footprint, CRM must become more than a system — it must become a commercial capability.
The CRM & Clienteling Manager will play a critical role in connecting client data with boutique execution, ensuring every client interaction contributes to acquisition, retention, and long-term growth, while helping establish the foundations for Fabergé's future clienteling strategy.
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