CRM MANAGER- London
Quest are partnering with a luxury retail brand on a confidential search for a CRM Manager.
This is a unique opportunity to join a globally renowned luxury brand, celebrated for its innovation, inclusivity, and design excellence. Based in a global fashion hub, this brand is known for its rich heritage and bold approach to luxury, and you will play a key role in shaping customer engagement strategies at scale.
The Opportunity
In this role, you will lead the CRM strategy, leveraging customer insights to drive loyalty and lifetime value. You’ll develop and implement personalized campaigns across email, SMS and app touchpoints, working closely with marketing, paid media, and data teams. This position will report to the Global Retention Lead and manage a CRM Coordinator, offering a blend of strategic oversight and hands-on execution.
Key Responsibilities
- Develop customer-focused CRM strategies to drive retention and increase lifetime value.
- Execute and optimize campaigns across email, SMS, and app, ensuring personalized customer journeys at scale.
- Use CRM analytics platforms to track key KPIs and provide actionable insights to senior stakeholders.
- Lead and optimize the use of the customer engagement platform (e.g., Braze) for automation and personalized journeys.
- Collaborate with Paid Marketing to amplify campaign impact across all touchpoints.
- Stay current with CRM trends, ensuring compliance and identifying strategic opportunities.
- Champion a customer-centric mindset across the organization.
- Inspire and mentor the CRM Coordinator.
Key Skills & Experience
- Previous experience in a CRM role, ideally within luxury, fashion, or retail sectors.
- Strategic, customer-focused mindset, balancing long-term retention with operational execution.
- Advanced proficiency in CRM KPIs, analytics, and tools like Google Analytics, Tableau, and Excel.
- Experience leading and developing teams in fast-paced, agile environments.
- Exceptional communication and stakeholder management skills.
- Hands-on approach with a strategic vision; ability to pivot between planning and execution.
- Nice to have: experience with Braze or other customer engagement platforms.
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