The Senior Marketing & CRM Manager will play a critical role in shaping and executing a consumer-centric marketing strategy that enhances brand loyalty, drives client engagement, and strengthens customer relationships. Acting as the primary link between marketing and sales, this role will champion a client-first culture, ensuring strategies drive customer recruitment, retention, and lifetime value.

RESPONSIBILITIES:

• Support the Head of Marketing in the implementation and execution of all marketing activity in line with the businesses global strategy and objectives.

• Lead CRM-driven marketing campaigns, collaborating with content and digital teams to enhance communication at all client touchpoints.

• Define and optimize the client lifecycle strategy, from acquisition to retention and loyalty, leveraging insights to drive revenue and long-term value.

• Plan and execute strategic client engagement activities, including entertainment, gifting, and exclusive experiences, ensuring alignment with sales objectives.

• Own and enhance customer segmentation, ensuring targeted and personalized client engagement across all channels.

• Develop and implement seasonal and localized retail marketing strategies, collaborating with store teams to drive footfall, customer engagement, and revenue growth.

• Identify and develop local partnerships that enhance customer experience and expand brand reach for each store.

• Manage guest lists and VIP experiences for brand events, ensuring personalized client interactions that drive loyalty and advocacy.

• Partner with creative, PR, marketing and digital teams to amplify brand storytelling and ensure CRM and marketing efforts are fully integrated.

• Act as the bridge between Marketing, customer, and Sales, ensuring seamless communication and execution of CRM initiatives.

• Brief the store teams on the CRM initiatives and create selling tools to support the delivery of strategic objectives.

• Manage and continuously refine the CRM database, ensuring data integrity, segmentation, and actionable insights.

• Track, analyze, and report on key performance metrics, delivering insights to senior leadership.

• Oversee CRM technology and tools, identifying opportunities for automation, personalization, and efficiency improvements.

• Analyze our client data – client lifecycle and purchase patterns – to identify new opportunities and generate insights to inform growth opportunities across clienteling, marketing and client experience.

• Work closely with the digital and content team to deliver best in class communications strategy across all client touchpoints. 

• Track, measure and maximize performance, reporting effectiveness on effectiveness summarizing the key insights and offering recommendations.

QUALIFICATIONS AND EXPERIENCE:

• Good understanding of Luxury Retail with some management experience or potential to manage

• Proven experience in CRM, marketing strategy, or client engagement, ideally within a luxury, retail, or premium brand environment.

• Strong understanding of customer segmentation, data analytics, CRM platforms, and omnichannel marketing.

• Experience in partnership development and local marketing activations to drive brand awareness and sales.

• Ability to balance strategic thinking with hands-on execution, working across teams to drive CRM and marketing effectiveness.

• Excellent communication and leadership skills, with a track record of influencing internal and external stakeholders.