CRM Manager – Luxury Fashion Brand

About the role

Stella McCartney is seeking a CRM Manager to define and drive the brand’s customer relationship and client‑engagement strategy. Working within the Marketing function, the role will act as a strategic bridge between Brand, Client Engagement and Retail teams to boost loyalty and lifetime value across all channels.

Key responsibilities

• Define, implement and continuously optimise the CRM and client‑engagement strategy aligned with overall marketing and business objectives.
• Develop data‑driven customer segmentation based on behaviour, engagement and spend patterns.
• Analyse CRM performance and customer data to uncover commercial opportunities and trends.
• Translate insights into actionable activation plans for retail and digital touchpoints.
• Oversee execution of CRM campaigns and client communications across stores and online channels.
• Partner with retail teams to strengthen client‑eling practices and drive CRM adoption in stores.
• Set CRM guidelines, best practices and monitor KPIs such as retention, reactivation, engagement and conversion.

Required profile

• 3–5 years of experience in CRM, client engagement or customer marketing within luxury or premium brands.
• Strong understanding of luxury customer behaviour and client‑eling dynamics.
• Commercial mindset with solid analytical capabilities.
• Excellent communication and stakeholder‑management skills.
• Fluent English.

Required skills

• Familiarity with CRM platforms and omnichannel customer engagement tools.