Customer Relationship Management Specialist

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.