Senior CRM & Omnichannel Clienteling Manager

About us

DeMellier is a London-based brand that was founded with the vision of doing things differently: to design handbags that would make women feel empowered, made ethically and sustainably, while giving back to those who need it most. These principles guide everything we do. All our pieces are crafted ethically in Europe using the finest sustainably sourced materials. We champion equality, and for every piece sold, we fund vaccines and medical treatments aimed at saving the life of a child in need.

So far, through our permanent charity initiative, ‘A Bag, A Life’, in partnership with SOS Children’s Villages, we have funded over 2.5 million vaccines. Join us and be part of an award‑winning, purpose‑driven brand that fosters creativity, collaboration, and meaningful impact within the luxury industry.

We are a fast‑growing luxury brand with a strong digital foundation and an ambitious retail expansion ahead. As we prepare to open physical stores alongside our e‑commerce presence, we are seeking a Senior CRM & Omnichannel Clienteling Manager to build, lead, and scale a best‑in‑class customer strategy across all touchpoints.

This role sits at the intersection of data, marketing, technology, and retail experience. You will own and lead the global CRM and clienteling vision: driving customer lifetime value, personalisation, and seamless journeys online and in‑store, while preserving the brand’s luxury DNA.

• 8-10+ years of experience in CRM, lifecycle marketing, or clienteling within fast‑paced, high‑growth environments.
• Strong background in omnichannel CRM, campaign management, and customer journey design.
• Proven experience working with customer data, segmentation and personalization at scale.
• Hands‑on knowledge of CRM platforms and marketing automation tools.
• Solid understanding of data privacy and customer consent frameworks. Experience supporting or launching in‑store clienteling initiatives.
• Strategic mindset combined with strong execution skills. Ideally, experienced in luxury, premium, or fashion/beauty brands.
• Exposure to international markets and multi‑store retail environments. Experience building teams or scaling CRM functions

• Partner with the Head of Digital to develop, implement and manage the global CRM and omnichannel clienteling strategy across e‑commerce and retail. Manage customer segmentation, lifecycle management, and personalisation frameworks.
• Use customer data to develop and implement a CRM retention strategy to drive acquisition, engagement, retention, and loyalty.
• Oversee CRM platform(s), ensuring scalability as the business grows.
• Drive the development and ongoing management of the RFM segmentation framework to identify key customer groups and inform more targeted CRM, retention, loyalty and clienteling activity.
• Own the CRM retention and loyalty roadmap, identifying the initiatives and customer levers required to improve repeat purchase, purchase frequency, retention, reactivation and customer lifetime value.
• Translate customer and CRM insight into clear strategic priorities, recommendations and measurable action plans for the wider business.

• Oversee the planning, execution, and optimisation of omnichannel CRM campaigns (email, SMS, in‑app, clienteling tools) in partnership with the Head of Digital. Design and continuously optimise end‑to‑end customer journeys across digital and physical touchpoints.
• Partner with Marketing, Digital, E‑commerce, Merchandising and Retail teams to ensure consistent messaging and timing across channels.
• Drive & support the customer lifecycle strategy & propose new ideas to retain/reactive our customers

• Build…