Responsibilities

• Drive the global CRM strategy, aligning email, app, WhatsApp, and loyalty objectives with broader business, brand, and commercial goals.
• Evolve the global loyalty program, creating strategies that drive engagement, repeat purchase, and long-term customer value.
• Shape the CRM and App roadmap, balancing trading activity, lifecycle communications, and long-term customer value growth in partnership with key stakeholders.
• Plan and deliver insight-led, customer-centric CRM campaigns across email, app (push and in-app), and WhatsApp in line with the global trading calendar and developed collaboratively with the CRM and Creative teams.
• Drive App engagement through acquisition, activation, retention, push notifications, in-app messaging, and exclusive experiences.
• Develop customer acquisition strategies across CRM channels, maximising opt-in, engagement, and long-term value.
• Implement advanced segmentation, personalisation, and lifecycle strategies to boost engagement, repeat purchase, and lifetime value supported by the data & marketing teams.
• Support the monitoring of all KPIs across all CRM channels, using data and insight to inform strategy and optimise performance.
• Champion retention and reactivation strategies, improving performance across the full customer journey.
• Work closely with Customer Service team to support customer communications, ensuring CRM messaging is aligned, timely, and enhances the overall customer experience.

Requirements

• Proven experience in a senior CRM leadership role, ideally within fashion, retail, or e-commerce, with clear ownership of CRM strategy and commercial outcomes.
• Demonstrable experience building, managing, and scaling multi-channel CRM programmes, including email, app (push and in-app), WhatsApp, lifecycle, retention, and personalisation strategies.
• Experience defining, managing, or scaling customer loyalty programmes that drive retention, engagement, and long-term customer value.
• Experience owning or contributing to app engagement and growth strategies, spanning acquisition, activation, and retention.
• Strong commercial and analytical experience, using customer insight and data to inform decision-making and influence senior stakeholders.
• Deep understanding of customer behaviour, CRM platforms, and current industry best practices across digital channels.
• Confident and effective leader with excellent communication and stakeholder management skills, capable of presenting strategy, performance, and recommendations to senior stakeholders while managing and developing teams in fast-paced environments.
• Proactive, hands-on strategist with a customer-first mindset, able to turn long-term vision into impactful, measurable results.

Preferred

Benefits

• 25 days of annual leave (plus bank holidays)
• Extra day off for your birthday
• Flexible working hours around core hours of 10-4
• Cycle to work scheme
• 40% staff discount across Club L and Lavish Alice products
• Healthcare Cashplan
• Free onsite gym
• Enhanced pension contribution
• Enhanced maternity and sick pay
• Free snacks, drinks & treats