Position Summary We are looking for a highly strategic, data-literate, and customer-obsessed CRM Manager to lead our customer engagement and lifecycle marketing efforts. This role is pivotal in shaping how we interact with our customers — delivering personalized, meaningful experiences that drive loyalty, retention, and long-term brand advocacy. You will own the end-to-end CRM strategy and execution across all touchpoints, partnering closely with cross-functional teams across Digital, eCommerce, Merchandising, Creative, and Analytics. The ideal candidate will have a deep understanding of customer data, omnichannel behaviors, and the nuances of consumer engagement in the fashion or luxury retail space. Key Responsibilities Strategy & Planning • Design and implement a customer-centric CRM strategy that aligns with the broader brand and commercial objectives, with a strong focus on segmentation, personalization, and lifecycle marketing. • Own the customer journey from onboarding to retention, with tailored communications and data-driven decision-making at every stage. • Champion the use of customer insights to inform campaign planning, loyalty initiatives, and digital product enhancements. Campaign Management • Plan, manage, and execute targeted CRM campaigns across email, SMS, app push notifications, and other emerging direct-to-customer channels. • Drive segmentation strategies using behavioral, transactional, and demographic data to deliver hyper-relevant communications. • Collaborate with internal teams to develop dynamic content and customer journeys that enhance the brand experience. Loyalty & Retention • Lead the development and optimization of loyalty programs and customer retention strategies. • Identify opportunities to increase CLV (Customer Lifetime Value) through up-sell, cross-sell, win-back, and reactivation tactics. Data & Analytics • Partner with data and BI teams to define KPIs and build performance dashboards that track the health of the CRM program. • Leverage analytics to test, optimize, and refine messaging, timing, and targeting strategies. • Translate campaign performance into actionable insights and communicate results and recommendations to stakeholders. Technology & Tools • Oversee the CRM platform (e.g., Salesforce Marketing Cloud, Klaviyo, Emarsys, Bloomreach, etc.), ensuring seamless integration with eCommerce, POS, and other customer data sources. • Stay informed on CRM and MarTech innovations, recommending tools and technologies that can elevate customer engagement. Required Qualifications • 5+ years’ experience in CRM, customer lifecycle marketing, or retention strategy — ideally within fashion, beauty, or luxury retail. • Strong command of CRM tools, email service platforms, and customer data infrastructure. • Deep understanding of customer segmentation, lifecycle campaigns, and personalization best practices. • Proven track record of delivering measurable improvements in customer retention, engagement, and revenue. • Analytical mindset with experience using tools like Google Analytics, Looker, Tableau, or similar. • Ability to distill complex data into clear narratives and strategic recommendations. • Experience managing creative and production workflows for content across CRM channels. • Excellent stakeholder management and communication skills. • Passion for fashion, style, and brand storytelling. Preferred Experience • Experience with omnichannel CRM across retail and digital ecosystems. • Knowledge of GDPR and global data privacy regulations. • Background in luxury or premium fashion retail is highly desirable. • Experience launching loyalty programs or membership platforms. What We Offer • An opportunity to shape and scale CRM at a high-growth fashion brand. • A collaborative, cross-functional team environment that values innovation and creativity. • Access to industry-leading tools and platforms. • Competitive salary, benefits, and employee perks. • A company culture that celebrates individuality, diversity, and purpose-driven work.