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

You’ll be joining the global CRM team for one of the world’s biggest names in luxury retail and fashion. This team is responsible defining and implementing strategic initiatives which drive enhancements in customer experience and engagement. In turn, these drive revenues by retaining customers, increasing average spend, brand preference and lifetime value.

However, this is not an operational role. It’s within a team responsible for defining the strategic roadmaps and frameworks for initiatives which impacts on customer experiences, often creating new customer journeys. But the delivery of the operational side is handled by another team.

These global initiatives include new measurement frameworks, customer experience strategies or embedding new martech initiatives. Defining key strategic and operational roadmap projects 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

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. Translating key themes, insight and narratives into meaningful stories which result in targeted strategies to drive engagement and grow customer value.

With the oversight of project roll outs, you’ll be ensuring these initiatives are adopted appropriately and their effectiveness in day-to-day usage by the regional teams. Providing input on measurements the changes this programme supported the regional teams to achieve. 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/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 capacity
• 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