Group CRM Manager

Role Type
Salary Overview
Competitive salary plus benefits
Competitive Salary
Expiry Date

Group CRM Manager - London/Hybrid

Do you keep up to date with Luxury Fashion? 
Do you know your Chloe from your Balmain? 
Do you love all things Customer Relations?
If YES, we may have the role for you… 
Luxury department store, Harvey Nichols, is searching for an Allocator to join its thriving Merchandising department in our Head Office in London – Knightsbridge. Our culture is based on inclusivity; we embrace diversity. Whoever you are, Harvey Nichols has a place for you.  


How we reward your hard work… 

At Harvey Nichols, we champion career development and are passionate about our people. We will do all we can to support your journey and career path with us. Alongside this you will have access to a world of amazing benefits such as. 

• Up to 40% off fashion  
• Up to 40% off hospitality, foodmarket and hampers 
• 30% off beauty and perfumery, wine and spirits 
• Clothing allowance 

You will also have access to charity days, a season ticket/bike loan; learning and development opportunities; to our Employee Assistance Program - Retail Trust and recognition schemes and the opportunity to join one of our employee groups – Wellbeing, Diversity & Inclusion and Sustainability. These are just some of the reasons people join and stay! 

About the role… 

  • To manage the day-to-day customer communications (online, stores & restaurants), via the CRM channels: email (targeted, trigger, lifecycle & transactional), push (targeted, trigger & transactional) & Wi-Fi
  • To execute a data driven customer centric communications strategy that drives customer acquisition, engagement, retention, conversion & loyalty.
  • To have a creative and detail-oriented approach to managing customer communications; analysis, planning, briefing, building (when necessary), segmentation, scheduling (when necessary), sign off & business reporting updates.
  • To ensure the CRM team are planning, managing, executing, and reporting value adding campaigns that generate the required demand for any given period.
  • To implement highly personalised and dynamic customer lifecycle programs that drive loyalty memberships and increase lifetime value of customers to the business.
  • Work collaboratively with the Global Loyalty Manager to deliver value added communications and experiences strategy for the Harvey Nichols REWARDS program.
  • Collaborate with cross functional teams to ensure CRM value is shared across all functions and that all communications are planned in a customer centric approach; including (but not limited to) Digital Marketing, social media, Marketing, Design, Editorial, Content, Events, Paid Media, Stores, Trade, Buying, Product Marketing, IT & BI and CSC.
  • Working with the Group CRM Executive and Group CRM Assistant to maintain and bringing industry best practice knowledge and skills, to improve and grow the CRM program.
  • Developing working relationships with third party agencies and external partners, leading collaborative ways of working, to maximize capability, efficiencies, and output.
  • Work closely with the Group CRM Data Analytics Manager & Group CRM Executive to understand customer insights and segments in order to implement CRM strategies which effectively target customers, to retain and drive loyalty.
  • Able to understand and manage the technical requirements CRM & CRM systems.
  • Supporting the CRM Lead on wider HN Group projects
  • Supporting the CRM Lead with budgets; completing invoices and balancing costs


Is this you?  
We are looking for individuals who embrace diversity, love a challenge, are passionate about luxury retail and are looking for something uniquely different.  

  • Do you have a bachelor’s degree: Marketing, Business or related (or equivalent experience)?
  • Do you have Experience of CRM channels across email, push, web, Wi-Fi & app?
  • Do you have Salesforce Marketing Cloud experience is essential?
  • Do you have experience of Loyalty Schemes, preferably in a multi-channel retail environment?
  • Do you have experience developing and executing data driven, customer centric CRM strategies?
  • Do you have experience in implementing customer lifecycle marketing, reporting on CLTV?
  • Do you have experience in successfully driving both customer engagement and channel ROI?
  • Are you proficient in CRM reporting and analysis?
  • Do you have experience managing relationships with external partners and senior stakeholders?
  • Do you have a strong understanding of the technical elements of CRM?
  • Are you Passionate about delivering a customer centric CRM strategy?
  • Do you have excellent interpersonal and communication skills and proven ability to effectively manage key working relationships?
  • Do you have strong organisation and time management skills, with the ability to work to tight deadlines in a fast-paced environment?


Where do I sign? 

If you are already thinking of what you will wear on your first day (no we don’t have uniforms) and this role catches your eye, hit the “apply” button below to kick-start your journey with us.



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