CRM Manager

As CRM Manager you will be responsible for leading the CRM and owned-channel marketing strategy across a high-profile Outlet business and Emerging Markets within the Middle East and Latin America. The role is accountable for driving customer engagement, retention, traffic, and customer lifetime value through strategic CRM planning, personalised communications, and data-led optimisation.

This is a hands-on leadership opportunity for an experienced CRM professional who can balance strategic thinking with operational delivery. The successful candidate will be commercially focused, comfortable working in a fast-paced environment, and motivated by innovation, technology, automation, and continuous improvement.

Key Responsibilities

• Develop and deliver the CRM strategy, ensuring activity aligns with commercial objectives, customer growth, and brand engagement.
• Own the CRM approach across Emerging Markets, tailoring activity to local market opportunities, customer needs, and database growth.
• Drive customer retention, reactivation, traffic, and customer lifetime value through targeted lifecycle marketing and personalised communications.
• Lead the planning and execution of CRM campaigns across email and other owned channels, ensuring timely delivery and strong commercial outcomes.
• Expand owned-channel capabilities, including SMS and WhatsApp, driving subscriber growth, engagement, and commercial performance.
• Partner with cross-functional teams including Marketing, Ecommerce, Trading, Creative, Data, and external agencies to deliver integrated customer experiences.
• Own CRM performance reporting, using customer insight, campaign analysis, and testing to continuously optimise results.
• Lead, coach, and develop a small CRM team, creating clear accountability, building capability, and fostering a high-performing culture.
• Champion innovation by identifying opportunities to leverage technology, automation, personalisation, and AI to improve CRM effectiveness and customer experience.

The Person

• Significant CRM experience gained within a fast-paced retail, fashion, luxury, or consumer-focused environment.
• Proven success delivering CRM strategies across owned channels with expertise in customer segmentation, lifecycle marketing, campaign planning, and performance optimisation.
• Strong commercial acumen with the ability to translate customer insights into measurable business outcomes.
• Experience leading, coaching, and developing team members while building a collaborative and high-performing environment.
• Confident using data, reporting, and analytics to inform decisions and optimise campaign performance.
• Skilled at managing multiple priorities and delivering results in a dynamic, fast-paced business.
• Excellent stakeholder management and communication skills, with the ability to influence cross-functional teams.
• Proactive, organised, and solutions-focused, with a continuous improvement mindset and confidence to challenge existing ways of working.
• Passionate about CRM innovation, customer experience, marketing technology, automation, and AI, with a desire to drive future capability.