Senior CRM & Retention Manager (14 month Fixed term contract)

We are looking for a Senior CRM & Retention Manager to join our digital team here at Harrods. You will have the vision to develop best-in-class customer journeys and communication strategies, and the ability to leverage their expertise in customer data, CRM optimisation and stakeholder engagement to successfully execute these initiatives.

This is a 14 Month Fixed Term Contract.

About the Role

The Senior CRM & Retention Manager will report into the Director of Loyalty & CRM and will own the CRM and customer lifecycle roadmaps of the business. The role will see you use a deep understanding of our customers to deliver measurable commercial outcomes and world class luxury experiences which reflect the status of the Harrods brand.

You will also:

• Manage and develop the CRM & Retention team of 15, leading by example to embed best practises and providing coaching and support across all projects.
• Identify and lead data acquisition & enrichment initiatives designed to grow our understanding of the Harrods customer base and to manage marketing consents across all channels.
• Support the successful delivery of large data and technology projects.
• Manage ongoing test & learn activates, ensuring all communications are optimised according to a clear set of KPIs.
• Oversee campaign and project reporting and analysis, translating results into commercial insight and ensuring key stakeholders are kept informed.

About You

You will have previous experience in CRM or other relevant customer engagement roles (customer strategy, hybrid loyalty role, Digital Marketing), including experience leading teams within these functions, able to set priorities and manage workloads. Previous experience in delivering successful programmes that drive measurable outcomes against targets is essential. 

We are also looking for someone who has an extensive business-user knowledge of CRM technologies including ESPs and CDPs. It is important for this role to have previous experience in defining data and technologies your team requires to succeed in the long term and the ability to work with IT and project teams to deliver these capabilities.

You will also:

• Have a deep understanding of CRM & customer lifecycle automation best-practise.
• Know how to translate customer data & insight into creative ideation.
• Experience working with loyalty programmes.
• Strong communication skills and attention to detail
• Be confident in presenting and justifying your proposals and performance to senior stakeholders across the business.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

In return, you’ll receive an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods