Head of CRM and Digital Marketing

Chiswick, West London  |  Head Office

Role Type
Salary Overview
Competitive Basic Salary and Excellent Benefits
Competitive Salary
Expiry Date


This role forms a key part of the Marketing team, helping to shape the future and driving Harvey Nichols vision to move the brand into being at the forefront of digital in an ambitious period of growth. Working closely with the Group Marketing and Creative Director, the Head of CRM and Digital Marketing is responsible for delivering our digital campaigns and performance digital media alongside our CRM strategy.

What you will be doing:

  • To lead the Digital Marketing, CRM & Social team in developing the Harvey Nichols Digital Strategy that will acquire customers and retain existing ones 
  • Responsible for leading the implementation of a new CRM system
  • Responsible for owning the Harvey Nichols Rewards Programme
  • Responsibility for delivering our customer digital traffic targets – driving profitable sales.
  • Accountability for relevant budget lines within the online P&L, ensuring budgets are spent efficiently and providing regular updates and recommendations to our online and finance teams and inputting in business planning. 
  • Responsibility for the reporting and insight of our digital marketing efforts. 
  • To lead and be responsible for the delivery of the Digital Marketing & Social Strategy which will include: 
    • Managing the digital media agencies’ on a day-to-day basis ensuring the campaigns are delivered on time and within budget (this will include search, performance media, digital advertising, mobile, social media, affiliates and partnerships). 
    • Managing our digital & social strategy to include key partners (this could include Facebook, Twitter, Google etc.). 
    • Overseeing the delivery of the affiliate marketing programme. 
    • Working closely with Editorial, Marketing and Buying teams to ensure consistency of brand and customer message. 
    • Working closely with the Group CRM Manager to develop and manage attribution modelling in order to make smart decisions about marketing budget channel and market distribution. 
    • Budget management and planning. 
    • Regularly monitor and report on competitor activity. 
    • Conduct on-going analysis, key insights and recommendations to optimise performance of existing marketing channels and initiative support marketing planning (budgeting, identification of new markets, new channels etc.)
  • Reporting into the Group Marketing and Creative director and being a group wide champion for digital growth across our business. 
  • Provide regular updates to senior stakeholder and managers on the performance and strategy for digital marketing and also input in the broader strategic plans for online growth in our business.
  • Lead on the digital requirements and execution for our brand campaigns. 
  • Be an external champion and ambassador for Harvey Nichols within the digital space. 
  • Manage and develop the career progression of all team members

A bit about your experience:

  • Bachelor Degree: Marketing or related (or equivalent experience).
  • Significant relevant experience in Digital Marketing and CRM
  • Experience developing and executing successful digital marketing campaigns including direct response campaigns.
  • Experience of working with Salesforce Marketing Cloud
  • Experience of running Loyalty Programmes
  • Luxury experience desirable.
  • Experience managing a team

A bit about you:

  • Excellent interpersonal and communication skills, proven ability to effectively manage key working relationships.
  • Excellent organisational and time management skills, with the ability to work to tight deadlines in a fast paced environment.
  • Passionate about Digital.
  • Very good attention to detail.
  • A passion for luxury fashion.
  • Strong business writing and presentation skills.
  • Be an exceptional team player.
  • Excellent persuading and influencing skills at all levels.
  • Demonstrate passion for the customer.
  • Ability to work in collaboration with various stakeholders.
  • A creative thinker and innovator. 
  • Solid judgment, problem solving and decision making skills.

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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