Head of CRM | Global Contemporary Luxury Retail Brand Head of CRM | Global Contemporary Luxury Retail Brand
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. 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.
6+ years of CRM experience, ideally within premium, luxury, or digitally native consumer brands.
~ 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.
~ A deep understanding of brand experience within a luxury or high-growth retail environment.
Be part of a globally recognised brand redefining modern luxury.
Influence the customer experience at scale—shaping loyalty and connection worldwide.
Flexible working, generous development budgets, and a collaborative, forward-thinking culture.
Employment type Full-time
Industries Staffing and Recruiting, Retail, and Retail Apparel and Fashion
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