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A fast growing fashion brand is looking for an experienced CRM leader to take ownership of its customer engagement strategy
This is an opportunity to build and evolve a high performing CRM function, using data, creativity and technology to deliver exceptional customer experiences across multiple touchpoints.
You'll work closely with senior leaders across Ecommerce, Digital, Marketing and Brand to develop a customer first CRM roadmap that supports business growth, strengthens loyalty and increases customer lifetime value.
What You'll Be Doing
- Define and deliver the long term CRM vision, ensuring it supports wider commercial and marketing objectives.
- Lead the customer lifecycle strategy, creating targeted communications that improve acquisition, retention and repeat purchase.
- Develop segmentation strategies that enable highly personalised customer journeys.
- Plan and deliver campaigns across email, SMS, mobile app and loyalty channels.
- Optimise automated customer journeys to improve engagement at every stage of the customer lifecycle.
- Use customer insights and campaign performance to continually refine CRM activity and identify new opportunities.
- Take ownership of CRM reporting, presenting clear performance insights and recommendations to senior stakeholders.
- Monitor database health, implementing strategies to grow engaged audiences while reducing customer churn.
- Collaborate with cross-functional teams to ensure CRM activity is aligned with product launches, marketing campaigns and key trading periods.
- Drive the continued evolution of the brand's loyalty offering and mobile app engagement strategy.
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What We're Looking For
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- Significant experience leading CRM within a fashion, retail or consumer-focused business.
- A strong understanding of customer lifecycle marketing, retention strategies and CRM best practice.
- Experience using leading CRM, ESP and CDP platforms, with Ometria experience highly desirable.
- Comfortable working with HTML and collaborating with technical teams where required.
- Commercially driven, analytical and confident using data to influence decision-making.
- Excellent project management and stakeholder engagement skills.
- Able to thrive in a fast-paced environment where priorities can shift quickly.
- Passion for customer experience, digital marketing and the fashion industry.
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