Head of Data, AI and CRM - £120-150k
London (Hybrid) 2-3 days onsite | Permanent | Senior Leadership Role
A luxury retail brand are investing heavily in Data, CRM and emerging AI capability to support international growth, deepen customer relationships, and strengthen commercial and operational decision-making.
This is a senior delivery leadership role, sitting at the heart of Customer Growth & Engagement, Digital Commerce and Auctions, and Logistics. The focus is practical and outcome-led: taking strong foundations and turning them into trusted, embedded capability used day-to-day across the business.
The Opportunity
You will own the delivery and adoption of enterprise data, CRM and AI initiatives across customer, product, trading, logistics and finance.
This is not a research role and not a pure strategy role. It is a hands-on senior leadership position where success is measured by adoption, quality, predictability of delivery, and measurable commercial outcomes.
What You Will Be Responsible For
* Leading delivery of enterprise data capability across the organisation
* Ensuring data is governed, consistent, accessible and trusted
* Building analytics and reporting aligned to business priorities, used routinely by leadership teams
* Owning the evolution of CRM to support marketing, account management and customer service
* Ensuring CRM reflects real customer journeys and commercial processes
* Enabling more tailored engagement across different customer segments
* Introducing AI and automation where it improves forecasting, productivity, insight or customer experience
* Ensuring AI is proportionate, governed and aligned to brand and regulatory context
* Driving adoption by embedding capability into everyday workflows
* Owning programme governance across the delivery portfolio
* Managing third-party delivery partners with clear expectations on pace, quality and outcomes
What We Are Looking For
* Senior experience delivering data, analytics and/or CRM capability in a customer-centric organisation
* Strong commercial judgement, with the ability to link insight to outcomes
* Comfortable operating across marketing, sales, operations and senior leadership
* Calm, structured delivery leader with sound judgement and high accountability
* Strong stakeholder management, governance and benefit realisation discipline
What Success Looks Like
* Insight is trusted and routinely used
* CRM is embedded in everyday customer activity
* AI capability is practical, proportionate and effective
* Delivery is predictable and well controlled
Why This Role
This is a rare chance to lead delivery of data, CRM and AI in a business where customer relationships are central, and where the organisation is committed to making these capabilities genuinely usable, not theoretical.