INTRODUCTION
AtBurberry,webelievecreativityopensspaces.Ourpurposeistounlockthepowerofimaginationtopushboundariesandopennewpossibilitiesforourpeople,ourcustomersandourcommunities.ThisisthecorebeliefthathasguidedBurberrysinceitwasfoundedin1856andiscentraltohowweoperateasacompanytoday.
Weaimtoprovideanenvironmentforcreativemindsfromdifferentbackgroundstothrive,bringingawiderangeofskillsandexperiencestoeverythingwedo.Asapurposeful,values-drivenbrand,wearecommittedtobeingaforceforgoodintheworldaswell,creatingthenextgenerationofsustainableluxuryforcustomers,drivingindustrychangeandchampioningourcommunities.
PURPOSE
The Customer Operations Project Manager is responsible for ensuring Customer Marketing and CRM plans are delivered smoothly, efficiently, and to the highest standard. This role drives production excellence, oversees day-to-day execution, and acts as the operational link between Customer Marketing, Creative and external partners.
You’llactastheCustomerMarketingPMandmanagethedeliveryofourCustomerMarketingemails,Emailjourneys,other1:Manycampaignsandcontentacross1:Manyandlifecyclestreams,optimisewaysofworking.Youwillplayakeyroleinleadingthetransitiontoexternalproductionsupport,ensuringbusinesscontinuityandleadingthedefinitionofnewwaysofworking.It’saroleforsomeonewhothrivesinthedetails,removesroadblocks,andkeepsteamsmovinginsync;allwhilehelpingensurethecustomerexperiencelandsbeautifullyeverytime.
KEYREPONSIBILITIES
OperationalDelivery&WorkflowLeadership
- Managetheday-to-dayoperationalexecutionofCustomerMarketingandCRMinitiativesacrossemail,messagingandlifecyclejourneys.
- Ensureteamshaveclarityonbriefs,requirements,timingsandresponsibilities.
- Plan,allocateandmanageresource(internalandexternal),balancingmultiplestreamsofwork.
- Monitorworkinprogress,flagrisksearlyanddriveresolutionthroughclearcommunicationandalignment.
ExternalPartner&VendorEnablement
- Leadthemigrationtoexternalproductionsupport,creatingclearplans,workflowsandwaysofworkingwiththebroaderEmailmarketingteam(in.Copy,designandmerch)
- Serveasday-to-daycontactforemailproductionagencies,monitoringquality,deadlinesandefficiency.
- Escalatedeliveryrisksandtroubleshootingneedsinpartnershipwithinternalandexternalstakeholders.
- Buildstrongrelationshipsthathelpscaleproductioncapacitywithoutcompromisingcustomerexperience.
Projects&ContentManagement
- PartnerwithMartech,DigitalandTechPMstoalignsequences,dependenciesandplatformreadinessandensuretimelydeliveryofEmailandcontentforCRMprojects.
- SupportCustomermarketingteaminthesubmissionofCustomercontentbriefsandpartnerwithCreativePMteamstoensurecontentistrackedcorrectly,deliveredintheagreedtimelinesandescalateblockersquickly.
Stakeholder&Cross-FunctionalCollaboration
- ActastheoperationalbridgebetweenCustomerMarketing,Creativeteams,Merchandising,Regions,CRMOrchestration,Martech,.
- Ensurealignmentandtransparencyacrosscontributorsateverystageofplanninganddelivery.
- Encourageconstructivepartnershipandsharedownershipindeliveringcustomer-focusedoutcomes.
WaysofWorking&ContinuousImprovement
- Championoperationalexcellence,identifyingopportunitiestostreamlineprocesses,toolsandcommunicationloops.
- Developdocumentation,ways-of-workingguidesandrepeatableframeworksforcampaignandjourneydelivery.
- Supportcapabilityupliftacrosstheteambycoachingcoordinatorsandembeddingbetterhabitsandpractices.
- Drivebehavioursthatsupportscale,reliability,collaborationandcalm,confidentdelivery.
PERSONPROFILE
- ExperienceworkinginprojectmanagementforCRMEmailordigitalmarketinginafast-movingenvironment
- Strongunderstandingofcontentpipelines,platformproductionandcross-channeldelivery
- Provenexperiencemanagingmultipletightdeadlines,prioritiesanddependenciesacrossmultipleworkstreams.
- Confidentcommunicator,comfortablesynthesisingcomplexityintoclarity
- Highlyorganised,withstrongproblem-solvinginstinctsandabiasforaction
- Collaborative,calmunderpressureandabletomotivateteamsthroughambiguity
- Asanaexperiencepreferable
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