MR PORTER
Customer Retention Manager @MRPORTER
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Customer Retention Manager
MR PORTER is the men’s luxury style destination. Since 2011, it has offered customers a curated assortment of fashion, fine watches, grooming, and lifestyle products from the world’s most coveted designers. It delivers exceptional quality with private label, Mr P, and market-leading exclusive capsule collaborations with brand partners. MR PORTER creates unique experiences for its EIPs (Extremely Important People), with first access to products, a dedicated personal shopper, and invitation-only benefits. Through content across all its platforms, it provides expert styling advice, immersive storytelling, and profiles inspiring men, places, and products. Consciously Crafted, its responsible product curation, supports customers to shop with a focus on conscious consumerism.
MR PORTER Health In Mind, its long-standing initiative in partnership with Movember, raises awareness of men’s mental and physical health. MR PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.
We’re looking for a Talented Customer Retention Manager to help shape how we connect with our audience, deepen loyalty, and drive engagement across every touchpoint. If you have a passion for luxury fashion, data-driven marketing, and creating meaningful customer journeys, this is your opportunity to make a real impact in a fast-paced, innovative environment.
About the Role
- Location: Westfield office in Shepherd’s Bush
- Working Hours: 37.5 hours per week (4 days in office)
Benefits
- Competitive salary
- Performance bonus schemes dependent on role type
- Pension contributions from both you and the company
- Portal with discounts on theme park and cinema tickets
- Famous staff discount and exclusive staff sales
- Private healthcare
- Flexible working
- Opportunity to be part of a fun and caring team that supports each other
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Key Responsibilities
- Partner with the Head of Customer to define and optimise communication channels with customers, ensuring alignment with business objectives and channel goals.
- Develop sophisticated segmentation strategies across digital and offline touchpoints to boost engagement and drive sales.
- Design intelligent, data-driven lifecycle journeys for key moments, including first purchase, gifting, win-back, and life celebrations.
- Manage the weekly newsletter and push notification calendar, leveraging insights to drive growth and ensure clear communication with CRM and production teams.
- Collaborate with Brand and Creative teams to refine email content strategy, focusing on hyper-personalised, customer-centric campaigns that retain and reactivate customers.
- Optimise and expand the MR PORTER Loyalty Rewards program to increase repeat purchases, long-term engagement, and incentives key customer segments to grow lifetime value.
- Translate insights from client-facing teams into scalable digital initiatives while balancing intimacy with broader reach.
- Partner with Martech, Growth, and Analytics teams to ensure the technology stack supports CRM and Loyalty strategies effectively.
- Lead and develop creative relationships to produce channel-specific best-practice CRM content that engages target audiences.
- Analyse customer performance metrics to inform strategies for email, push notifications, and rewards programs, ensuring data-driven and results-oriented initiatives.
- Support regional initiatives and align priorities with cross-functional teams, including Buying, Brand and Creative, UX/Tech, and Operations.
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Requirements and Skills
- Minimum 4 years’ experience in a similar role within luxury, fashion, or premium retail.
- Advanced expertise in Customer Marketing Channels, with strong skills in audience segmentation and personalised communication strategies.
- Proficient in analytics tools such as Google Analytics or Tableau.
- Detail-oriented, deadline-driven, and capable of managing multiple priorities simultaneously.
- Excellent communicator, able to clearly and confidently present complex initiatives to stakeholders.
- Collaborative mindset and strong abilities to build relationships across teams.
- Creative flair with the ability to generate innovative ideas and projects.
- Highly organised, adaptable, thrives in fast-paced, dynamic environment.
Equal Opportunities & Diversity
LuxExperience is an equal opportunities employer. We encourage individuals from a diverse range of backgrounds to apply. We recognise and celebrate the benefits that diversity brings to our workplace, our business, and our customers.
We welcome and consider all applications regardless of:
- Race and nationality
- Religion
- Color
- Sex
- Pregnancy or related medical conditions
- Parental status
- Sexual orientation
- Gender identity
- Gender expression
- Age
- Status as an individual with a disability
- Any other legally protected characteristic
If you require reasonable adjustments to complete your application, please notify us accordingly.
Experience Level: Mid-Senior level Workplace Type: Hybrid
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