Group CRM Manager

Chiswick, West London   |  Head Office

Role Type
Full Time
Salary Overview
Competitive Salary and Excellent Benefits
Competitive Salary
Expiry Date


We are actively seeking an experienced senior CRM Manager to lead the way developing a CRM Strategy that focuses on customer loyalty and having a singular view of our customer (globally).

What you'll be doing: 

  • Create and deliver a CRM strategy that increases the customer lifecycle value, deepens their relationship with Harvey Nichols, increases customer engagement and advocacy and decreases churn.
  • Secure input and buy-in for this strategy from senior stakeholders.
  • Develop and deliver best practice for CRM for our stores throughout the world.
  • Work with IT team to deliver a CRM system that provides a singular view of our customers (globally) and can support the CRM strategy.
  • Ensure our customer campaigns are delivered across multiple channels (inc. email, SMS, in-app push notifications, PPC, social media). 
  • Own customer segments and regularly report useful data-driven insights.
  • Own our customer data including how we collect it, how we manage it (cleaning it, protection, compliance and privacy).
  • Continually optimise and test our campaigns so we are always looking to increase their performance.
  • Managing a team of five and growing this team with business needs.

A bit about your experience: 

  • Bachelor Degree: Marketing, Business or related (or equivalent experience).
  • Demonstrable experience in CRM either client side or agency.
  • Experience developing and executing successful CRM campaigns.
  • Deep knowledge of the technical elements of CRM.
  • Proven ability to build and manage a team.
  • Experience of CRM channels across mobile app, web, email and SMS.
  • Luxury experience desirable.

A bit about you: 

  • You have excellent interpersonal and communication skills, proven ability to effectively manage key working relationships.
  • You have excellent organisational and time management skills, with the ability to work to tight deadlines in a fast paced environment.
  • You are passionate about customers and CRM.
  • You have very good attention to detail.
  • You have a passion for fashion.
  • You havestrong business writing and presentation skills.
  • You are an exceptional team player.
  • You have excellent persuading and influencing skills at all levels.
  • You demonstrate passion for the customer.
  • You have exceptional communication skills.
  • You have the ability to work in collaboration with various stakeholders.

All your hard work, rewarded:

Our colleagues are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:

  • Very generous staff discount with up to 60% off Fashion and 30% off Beauty 
  • Heavily subsidised travelcard zones 1-6 following probationary period 
  • Seasonal staff parties and team events
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