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Head of CRM | Global Contemporary Luxury Retail Brand, Peterborough
Client:
Fella and Jones
Location:
Peterborough, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Views:
5
Posted:
04.06.2025
Expiry Date:
19.07.2025
Job Description:
The Head of CRM role at Fella & Jones is a strategic leadership position within a global luxury retail brand. Based in Peterborough, the successful candidate will lead the development and execution of the company's CRM strategy, focusing on customer engagement, loyalty, and data-driven insights to enhance brand experience and commercial performance.
Key Responsibilities include:
* Defining and owning the global CRM strategy, including campaign planning, customer segmentation, automation, and loyalty programs.
* Collaborating with ecommerce, digital, product, and creative teams to ensure CRM initiatives align with brand voice and business goals.
* Utilizing data analytics to inform decision-making, reporting on customer retention and lifecycle performance.
* Improving CRM tools and technology stack for better personalization and insights.
* Managing customer segmentation and communications to support retention and lifetime value growth.
* Building relationships with technology vendors and exploring new opportunities for customer engagement.
Candidate Requirements:
* Minimum of 6 years CRM experience, preferably in luxury or digitally native brands.
* Expertise in lifecycle marketing, retention strategies, and customer analytics.
* Experience with CRM platforms such as Exponea, Klaviyo, Emarsys, or similar.
* Strong analytical skills with a commercial mindset.
* Ability to operate both strategically and hands-on.
* Excellent stakeholder management skills across regions and functions.
* Understanding of luxury retail brand experience.
Benefits of Joining:
* Work with a globally recognized luxury brand.
* Shape customer loyalty and experience at a global scale.
* Join a values-driven, progressive company with flexible work options and development support.
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