Head of CRM - Fashion Retail

Job Title: Head of CRMLocation: London, UKSalary: £80,000 - 100,000 DOE

About Us:

We are a forward-thinking, fast-paced, yet sustainable fashion retail brand based in London, dedicated to delivering exceptional customer experiences. We’re now looking for a passionate and experienced Head of CRM to lead our CRM team and drive our customer engagement strategy to the next level.

Role Overview:As the Head of CRM, you will lead and motivate a talented CRM team, overseeing end-to-end CRM strategy, and driving retention, acquisition, and loyalty programs. You will play a crucial role in shaping and executing campaigns that directly impact customer relationships, business growth, and brand loyalty.

Reporting into the Chief Marketing Officer (CMO), you will be responsible for leading a variety of exciting projects, including new product launches, customer acquisition strategies, and subscription campaigns. You will ensure that customer journey mapping and segmentation are at the forefront of every campaign to create seamless, impactful experiences for our customers.

Key Responsibilities:

• Lead and Inspire the CRM Team: Manage and motivate a team of CRM specialists to execute high-impact campaigns that drive customer engagement and retention.
• End-to-End CRM Strategy: Develop and execute end-to-end CRM strategies for retention, acquisition, and loyalty to deliver measurable business results.
• Campaign Leadership: Oversee the execution of various campaigns, including new product launches, customer acquisition strategies, and subscription campaigns.
• Segmentation & Data-Driven Decision Making: Utilise customer data and segmentation to create personalised, relevant campaigns that enhance the customer experience.
• Customer Journey Mapping: Lead the team in mapping customer journeys to ensure that every touchpoint is optimised to drive engagement and loyalty.
• Collaborate Cross-Functionally: Work closely with other departments (Marketing, E-Commerce, Merchandising) to ensure alignment across projects and achieve strategic business goals.

Key Skills & Experience:

• Proven experience in CRM management, ideally in a retail or fashion environment, with a focus on customer retention, acquisition, and loyalty.
• Strong leadership experience, with the ability to manage, motivate, and develop a high-performing team.
• End-to-End CRM Strategy experience, with a deep understanding of campaign execution, from planning to analysis.
• Expertise in customer segmentation, utilising data to tailor campaigns and create personalized customer experiences.
• Strong understanding of campaign data analysis to measure performance, optimise strategies, and report on results.
• Experience in customer journey mapping, ensuring seamless and effective communication across all touchpoints.
• Proven track record in delivering successful CRM campaigns, including product launches, customer acquisition, and subscription models.
• Strong collaboration skills and the ability to work effectively with cross-functional teams.

What We Offer:

• Competitive salary and benefits package.
• A dynamic and creative work environment within a leading retail fashion brand.
• Opportunities for growth and development in a fast-paced, innovative company.

How to Apply:If you are an experienced CRM leader who is passionate about driving customer engagement and want to make a real impact in the retail fashion industry, we would love to hear from you! Please submit your CV and apply.