Global Head of Retention
Zachary Daniels is partnering with an iconic, fast‑growing luxury lifestyle brand to recruit the first Global Head of Retention. The role sits at the heart of the brand’s global digital strategy and will build and evolve the retention, loyalty, and CRM function from the ground up.
Base pay range
Up to £90‑120k + great benefits.
Location & Employment
* Location: Central London
* Employment type: Full‑time
* Seniority level: Director
* Job function: Marketing, Sales & Business Development
* Industries: Retail Apparel & Fashion, Luxury Goods & Jewelry
Opportunities
As Global Head of Retention you will lead the global CRM, email, SMS, and loyalty ecosystem; ensuring every interaction is thoughtful, data‑led, and perfectly on‑brand. You’ll develop the overarching retention strategy, execute and optimise it, and build something from day one for a brand with huge untapped digital potential.
Day‑to‑Day Responsibilities
* Design and deliver a global retention and CRM strategy across email, SMS, and loyalty that enhances customer engagement and lifetime value.
* Own the entire customer lifecycle, from onboarding and nurture to reactivation and loyalty engagement.
* Collaborate cross‑functionally with eCommerce, Creative, Growth, and Data teams to create seamless, insight‑driven customer experiences.
* Lead innovation in loyalty and rewards, evolving programs that reflect luxury positioning and drive advocacy.
* Balance strategy with execution, ensuring world‑class delivery and measurable results.
* Inspire and develop a talented retention and CRM team, nurturing a culture of creativity, agility, and performance.
Experience Required
* Proven senior experience as a Global Head of Retention, Head of CRM, or senior retention lead within luxury or premium DTC environments.
* 9+ years’ experience in CRM, lifecycle or retention marketing, ideally across multiple global markets.
* Hands‑on expertise with email and SMS platforms (Shopify and Bloomreach experience highly regarded).
* Experience building and scaling loyalty and rewards programs that drive repeat purchase and advocacy.
* Strong strategic leadership with the ability to roll up sleeves, analyse data, and inspire innovation.
* Passion for test‑and‑learn culture within a high‑growth, performance‑driven environment.
We’re excited about the transformative potential this role will unlock. If you’re ready to build, lead, and leave your mark, this is the perfect stage.
Please apply today!
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