Head of CRM – Customer Strategy

Responsibilities

• Define and execute the global Customer Strategy, setting priorities, objectives and KPIs across all customer touchpoints.
• Lead the Customer Insights function, transforming customer data into actionable insights to support commercial and strategic decisions. Ensure effective CRM data governance and compliance with privacy regulations, in partnership with Legal and IT.
• Define the global CRM contact strategy, overseeing digital campaigns, customer journeys, segmentation and personalization to drive acquisition, engagement and retention.
• Lead the global Customer Engagement strategy, including clienteling initiatives, loyalty programs and the global retail events calendar, in partnership with Regional Retail and Marketing Teams.
• Drive the adoption of customer engagement tools, processes and best practices across the global retail network.
• Define global Client Service standards, ensuring a seamless pre‑ and post‑sales experience across all channels and markets.
• Lead the roadmap of customer technologies and CRM capabilities, identifying opportunities to improve customer experience and business performance.
• Partner with Retail, Marketing, Ecommerce, Merchandising and IT to embed customer strategy into business priorities.
• Coordinate Regional Customer teams, providing governance, direction and support to ensure consistent execution globally.
• Lead the CRM vendor ecosystem by scouting new partners and technologies, managing existing suppliers and ensuring successful delivery of CRM initiatives, innovation and business value.
• Manage the global Customer Strategy budget and monitor performance through defined KPIs.

Requirements

• 10+ years' experience in Customer Strategy, CRM or Customer Engagement roles within luxury or premium fashion retail.
• 5+ years of proven experience leading customer strategy across CRM, clienteling, loyalty and customer analytics.
• Demonstrated experience designing omnichannel customer journeys and CRM activation programs across contact channels (e.g. newsletter, outreach campaigns, outbound client service…)
• Strong analytical mindset with experience leveraging customer insights to drive business decisions.
• Solid understanding of retail operations and customer engagement in physical stores.
• Deep knowledge of CRM platforms, customer technologies and data ecosystems in a global environment (including China and Japan ecosystems).
• Outstanding People Management, and proven track record managing dotted lines reports in a international, multicultural context;
• Strong stakeholder management skills with the ability to influence cross‑functional teams.
• Strategic thinker with a hands‑on execution mindset.
• Genuine passion for the client and service excellence, and knowledgeable about in Fashion & Luxury industry
• Fluent in English.

Core Competencies

Demonstrates expertise in defining and executing global Customer Strategy, with a strong focus on CRM, customer engagement, and analytics. Proven ability to lead cross-functional teams and manage customer technologies to enhance client experiences in the luxury fashion retail sector.