Fella and Jones
Head of CRM | Global Contemporary Luxury Retail Brand
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Head Of CRM and Loyalty
£90,000 £110k plus Bonus & Generous Package
London- Hybrid
Fella & Jones is proud to be exclusively partnered with a global leader in contemporary luxury retail to appoint a strategic and commercially minded Head of CRM. This is a rare opportunity to shape the global CRM vision for a brand admired for its elevated aesthetic, progressive values, and customer-first philosophy.
As Head of CRM, you’ll lead the development and execution of a dynamic, data-led customer engagement strategy—one that balances performance with brand prestige. From lifecycle marketing and loyalty frameworks to personalisation and analytics, you’ll be at the centre of delivering seamless, elevated experiences across every touchpoint.
Key Responsibilities
- Define and own the global CRM strategy, overseeing campaign planning, customer segmentation, automation journeys, and loyalty programs.
- Collaborate with ecommerce, digital, product, and creative teams to ensure CRM initiatives reflect the brand’s voice and meet commercial goals.
- Use data to drive insight-led decision-making—owning customer reporting, retention analytics, and lifecycle performance.
- Continuously evolve the brand’s CRM tools and tech stack to improve personalisation, customer insights, and integration with other platforms.
- Build and manage best-in-class customer segments and communications aligned with retention, reactivation, and LTV growth.
- Nurture relationships with key tech vendors and identify new opportunities to elevate customer communications and loyalty.
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What You Bring
- 6+ years of CRM experience, ideally within premium, luxury, or digitally native consumer brands.
- Strong knowledge of lifecycle marketing, retention strategy, and customer analytics.
- Experience and in depth knowledge of Klaviyo and Shopify Plus.
- Commercially focused, with the ability to interpret data and translate it into actionable insights.
- AI experience - working with the development team to build automated campaign generations.
- Hands-on and strategic, capable of both vision-setting and operational delivery.
- Confident managing multiple stakeholders across regions and functions.
- A deep understanding of brand experience within a luxury or high-growth retail environment.
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Why Join
- Be part of a globally recognised brand redefining modern luxury.
- Influence the customer experience at scale—shaping loyalty and connection worldwide.
- Thrive in a values-led business with a progressive approach to people, planet, and product.
- Flexible working, generous development budgets, and a collaborative, forward-thinking culture.
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