Global Customer Experience Strategy Manager (CRM/Insight)
Location: Central London, twice a week
Salary: Up to £50,000 base

You’ll be joining the global CRM team for one of the world’s biggest names in luxury retail and fashion. Working in support of the Snr Manager in the team, helping to pull projects together which will spearhead how the company delivers its CX strategy for the coming 5+ years.

It’s all the big picture stuff. Looking holistically at the customer experience across all channels. Spotting opportunities to bring in new frameworks and approaches which will future proof customer engagement and in turn, lead to enhancements in customer brand preference and likelihood to repeat purchase.

There is no operational CRM in this role, so no involvement in any form of email marketing or coal face customer communications. That’s all handled at a country and region level.

Global initiatives include new research and measurement frameworks, customer experience strategies or embedding new martech initiatives. Defining the strategic roadmaps which get executed through regional teams.

Your role will be aligned to supporting these various projects. Providing input to these bigger picture strategic initiatives, working in support to the Snr Manager and Global Director. Plus oversighting the project delivery and rollout of these frameworks to the various regions. Ensuring their impact is achieved and, driving the various CRM and CLV metrics.

Example projects might include:

• Working on big picture CRM projects, looking at the different drivers which influence consumer buying behaviours and brand preference at a global, regional and country level.
• Understanding the expectations and motivations for consumers at a country level, and how macro-economic factors might influence their spending patterns and behaviours
• Looking at the future vision for retail and driving connected and seamless CRM initiatives within this channel, utilising a mix of first-party data and martech.

As part of your role you will be working with first party data, leveraging insight around the customer to help shape the direction and actions at a regional and country level for the company’s CRM programmes. Putting the voice of the customer where it’s needed to give it most impact.

The global team oversights project roll outs, and the role you’ll play will be to ensure strategic initiatives are adopted appropriately with their effectiveness measured by the regional teams. As well as ongoing business communications which support embedding the programme, such as best practice sharing, regional level wins, etc. too.

About the business

The business you’ll be joining is a high-profile luxury brand. One which extends beyond clothing lines and into lifestyle, home and more. Despite their distinctive image, their brand holds a broad appeal which connects with most consumer segments. Including aspirant but value driven consumers, right through to super wealthy.

The global customer experience team is also quite lean, just five in total and this is a new headcount for the team. Yet the business itself is massive and very complex. So your wider stakeholder network is going to be diverse, and matrix in nature. With colleagues based all over the world which you’re going to be engaging with regularly when executing strategic initiatives.

How this role is being engaged

This is a permanent requirement for the business and the hiring process will reflect that. But it’s worth noting the initial engagement will be handled by a contracted PAYE engagement, until such time as the company is able to transition you across to permanent headcount.

Interview process

There will be three stages, the first two being 1-2-1 via video link.

The third stage will be in person, and will require a presentation as well a meeting with the global team leader for this function.

Key Experience Needed

• Ideally have a customer insight/CRM background working for a consumer facing brand, and have specific experience inputting to bigger picture strategic initiatives and direction
• Evidenced ability to translate data into actionable insights which helped evolve customer experience within a CRM/customer engagement capacity
• The ability to think omni-channel and bigger picture
• Project management skills – overseeing the deliver of strategies, creating timelines and project documentation for this
• Experience in the above has largely been for B2C or D2C businesses
• Agency, consultancy or client side experience is all similarly relevant and transferable

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin Doree
Head of Recruitment, Marketing, Digital & Data
Blue Pelican
01892 507122
colin@bluepelican.com