Head of CRM | Global Contemporary Luxury Retail BrandHead of CRM | Global Contemporary Luxury Retail Brand Get AI-powered advice on this job and more exclusive features.

Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully. Fella & Jones is proud to be exclusively partnered with a global leader in contemporary luxury retail to appoint a strategic and commercially minded Head of CRM. This is a rare opportunity to shape the global CRM vision for a brand admired for its elevated aesthetic, progressive values, and customer-first philosophy. As Head of CRM, you’ll lead the development and execution of a dynamic, data-led customer engagement strategy—one that balances performance with brand prestige. From lifecycle marketing and loyalty frameworks to personalisation and analytics, you’ll be at the centre of delivering seamless, elevated experiences across every touchpoint. Key Responsibilities Define and own the global CRM strategy, overseeing campaign planning, customer segmentation, automation journeys, and loyalty programs. Collaborate with ecommerce, digital, product, and creative teams to ensure CRM initiatives reflect the brand’s voice and meet commercial goals. Use data to drive insight-led decision-making—owning customer reporting, retention analytics, and lifecycle performance. Continuously evolve the brand’s CRM tools and tech stack to improve personalisation, customer insights, and integration with other platforms. Build and manage best-in-class customer segments and communications aligned with retention, reactivation, and LTV growth. Nurture relationships with key tech vendors and identify new opportunities to elevate customer communications and loyalty. What You Bring 6+ years of CRM experience, ideally within premium, luxury, or digitally native consumer brands. Strong knowledge of lifecycle marketing, retention strategy, and customer analytics. Experience with CRM platforms such as Exponea, Klaviyo, Emarsys, or similar. Commercially focused, with the ability to interpret data and translate it into actionable insights. Hands-on and strategic, capable of both vision-setting and operational delivery. Confident managing multiple stakeholders across regions and functions. A deep understanding of brand experience within a luxury or high-growth retail environment. Why Join Be part of a globally recognised brand redefining modern luxury. Influence the customer experience at scale—shaping loyalty and connection worldwide. Thrive in a values-led business with a progressive approach to people, planet, and product. Flexible working, generous development budgets, and a collaborative, forward-thinking culture. Seniority level Seniority levelMid-Senior level Employment type Employment typeFull-time Job function Job functionInformation Technology, Other, and Administrative IndustriesStaffing and Recruiting, Retail, and Retail Apparel and Fashion Referrals increase your chances of interviewing at Fella and Jones by 2x Sign in to set job alerts for “Head of Customer Relationship Management” roles. London, England, United Kingdom 1 day ago Head of Client Services with proven Business Development experience Maidstone, England, United Kingdom 2 days ago Customer Success Director - CRM / ESP / CDP London, England, United Kingdom 3 weeks ago London, England, United Kingdom 4 weeks ago Global Head of Customer Marketing & Development Kings Hill, England, United Kingdom 6 days ago Greater London, England, United Kingdom 2 weeks ago Head of Banking Partnerships & Operations (12 month FTC)Head of Client Solutions | Affiliates | iGaming London, England, United Kingdom 4 weeks ago London, England, United Kingdom 2 weeks ago Head of Digital Content Maternity Cover 12 Month FTC London, England, United Kingdom 3 days ago London, England, United Kingdom 2 weeks ago Senior Account Director - Medical Communications London, England, United Kingdom 2 weeks ago London, England, United Kingdom 1 week ago Global Head of Magic & Skincare Brand Engagement - FTC London, England, United Kingdom 23 hours ago London, England, United Kingdom 3 days ago London, England, United Kingdom 1 week ago London, England, United Kingdom 5 days ago London, England, United Kingdom 1 month ago Senior Vice President, Talent and Brand Partnerships London, England, United Kingdom 4 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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