The Brand
A global powerhouse in the fashion and lifestyle space, this brand is more than just a label. It represents heritage, innovation and a relentless focus on its customer. As the business continues to evolve and adapt to the modern shopper, there’s a powerful shift happening, one that places the customer experience right at the heart of everything. This isn’t just about looking good; it’s about feeling seen, understood, and valued across every interaction.
The Role
This is a brand-new opportunity to shape the future of how customers experience one of the world’s most iconic names. As the Senior Customer Experience Manager, you'll be leading the charge in building a customer-first strategy across all marketing channels – CRM, traditional marketing, digital – the lot.
It’s all about seeing the bigger picture: how customers move, feel, and engage, and then using those insights to create journeys that feel seamless and meaningful.
You’ll work closely with insight and analytics teams to bring the voice of the customer into every corner of the strategy. You’ll be leading initiatives that put data at the centre of experience design – uncovering opportunities to enhance touchpoints and boost loyalty in a way that feels human, not robotic.
With an associate and assistant in place and plans to bring in another manager soon, you'll be steering a growing team and helping shape the function from the ground up.
Whether it's lifecycle planning, experience mapping, or exploring new tech and tools, you’ll be at the forefront of innovation – making sure each and every experience feels consistent, connected, and rooted in value for the customer.
The Person
This is for someone who lives and breathes customer. You’re not just CX-savvy – you're a storyteller, strategist and collaborator rolled into one.
With a strong background in digital and traditional marketing (ideally in fashion, luxury or lifestyle), you're confident navigating complex customer data and translating it into bold, beautiful strategies. You know how to lead a team, influence across departments, and bring stakeholders on the journey with you.
Curious, creative, and analytical, you love uncovering insight and turning it into action. You're not afraid to challenge the status quo, always looking for what’s next in CX and digital innovation. Most of all, you’ve got a genuine passion for people – because you know that great brands are built on unforgettable experiences.