CRM Manager

Job description

Working at Stella McCartney is a truly rewarding experience. As a luxury fashion company with a strong ethical standpoint we are leaders and innovators in our industry. The CRM Manager is responsible for defining and driving the brand’s CRM and client engagement strategy, with the objective of strengthening customer loyalty, increasing client lifetime value and supporting overall business performance across all channels. Positioned within the Marketing function, the role acts as a strategic link between Brand, Client Engagement and Retail teams, ensuring that CRM initiatives are aligned with the overall brand vision while remaining commercially effective and operationally executable within stores. The role requires a strong combination of strategic thinking, customer insight, data analysis and cross-functional collaboration, with a particular focus on translating client data into impactful and actionable engagement strategies for retail teams. Your Mission · Define and implement the brand’s CRM and client engagement strategy in line with overall marketing and business objectives · Drive customer retention, client loyalty and customer lifetime value through targeted CRM initiatives · Develop customer segmentation strategies based on client behaviour, engagement and spending patterns · Analyse CRM performance and customer data to identify commercial opportunities and business trends · Translate customer insights into actionable engagement and activation plans · Oversee CRM campaigns and client communication across retail and digital touchpoints · Ensure CRM initiatives support both brand positioning and commercial performance · Partner with retail teams to strengthen clienteling practices and CRM adoption within stores · Define CRM guidelines and best practices to support customer engagement across the retail network · Monitor and optimise CRM KPIs including retention, reactivation, engagement and conversion Your Talent: · 3–5 years of experience in CRM, Client Engagement or Customer Marketing within luxury or premium brands · Strong understanding of luxury customer behaviour and clienteling dynamics · Experience in customer segmentation, CRM strategy and performance analysis · Commercial mindset with strong analytical capabilities · Excellent communication and stakeholder management skills · Familiarity with CRM platforms and omnichannel customer engagement · Fluent English required We welcome people with disabilities and endeavour to make reasonable adjustments, if you do require such adjustments please let us know within 48 hours of your interview. At Stella McCartney, we like to be bold. For us this means challenging ourselves and the wider industry in which we operate. As part of our commitments to inclusive fashion, we have an ambitious strategy to put diversity, equity and inclusion at the centre of everything we do. Our starting point is to create a workplace where different voices are respected, heard and empowered in equal measure regardless of factors such as culture and backgrounds, and to influence and disrupt fashion and other industries by providing opportunities for global diverse talent to shine.