Senior Manager CRM - Email Marketing

Responsibilities

• Own and evolve the global email marketing strategy and calendar, balancing brand priorities, trade opportunities, customer relevance and operational capacity
• Translate campaign and trading briefs into channel-specific plans, applying expert judgement to audience, message hierarchy, cadence, timing and journey context
• Identify the levers that improve Email Revenue and progression from first to second purchase, and translate these into a clear optimisation roadmap
• Lead end-to-end email campaign delivery, from brief refinement and audience definition through build, testing, approval, deployment and post-campaign review
• Set and manage the global email production calendar, coordinating dependencies across CRM, Trade, Ecommerce, Retail, Creative, copy and regional teams
• Ensure every campaign is accurate, on brand, mobile-ready, accessible and appropriate for its intended audience
• Establish efficient and repeatable workflows while maintaining the attention to detail expected of a global luxury brand
• Lead a structured experimentation programme covering content, creative, timing, cadence, audience strategy, personalisation and customer journeys
• Define clear hypotheses and success measures, apply sound test design and ensure learning is documented and used to improve future activity
• Own regular channel reporting and performance reviews, explaining what happened, why it matters and what should change to stakeholders across the business

Requirements

• Significant experience in email marketing or CRM, including ownership of a high-volume, multi-market email programme in a complex organisation
• Previous experience managing, coaching and developing a small team
• Advanced hands-on experience with a leading enterprise email service platform, including campaign build, segmentation, personalisation, automation and quality assurance
• Strong commercial and analytical judgement, with a track record of converting performance data and customer insight into measurable improvement
• Deep practical knowledge of experimentation, including hypothesis development, test design, measurement and the application of learning at scale
• Strong stakeholder management skills and experience working with Trade, Ecommerce, Retail and Creative teams in a global matrix organisation
• Good knowledge of email deliverability, consent, privacy, accessibility and channel governance
• Practical curiosity about AI and automation, with the judgement to prioritise valuable use cases and introduce new capabilities responsibly

Preferred

• Experience using Emarsys in a complex, multi-market environment is highly desirable
• Practical experience with Power BI, including creating or interpreting dashboards and translating data into channel actions, is desirable
• Experience working with relational datasets, including tables, joins, customer-level data and data quality checks, is desirable
• Experience in luxury, fashion, retail or another premium customer-led environment is desirable