CRM & Omnichannel Clienteling Manager

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.

• 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 and roll out in-store clienteling capabilities aligned with luxury service standards.
• Define tools, processes, and best practices to empower store teams with customer insights.
• Lead on implementation of CDP (customer data platform) and ensure seamless data flow between online and offline interactions (single customer view).
• Support global retail with CRM-driven activation, VIP engagement, and local clienteling strategies.
• Define and evolve the clienteling strategy, including VIP/customer tiering, client outreach, repeat purchase opportunities and measurement of clienteling effectiveness across stores.

• Define and own the CRM and customer KPI framework, establishing clear measures and targets across customer lifetime value, repeat purchase, purchase frequency, retention, reactivation, database growth, engagement and campaign performance.
• Identify the key drivers behind CRM and customer performance, and use these insights to recommend clear commercial actions and priorities.
• Be responsible for ensuring customer data governance, accuracy, quality, and enrichment.
• Be accountable for monitoring and communicating CRM and clienteling performance against agreed KPIs, ensuring insights are clearly understood by senior stakeholders and used to inform ongoing strategy.
• Leading & implementing a framework for continuous AB testing

• Responsible for ensuring full compliance with data privacy regulations (GDPR and relevant local laws).
• Work closely with Legal, e-commerce, IT, and external partners to maintain best-in-class data security and consent…