Client Experience Manager

Department:  Customer Resources
City:  London
Location:  GB

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.


A fantastic opportunity to join our Client Engagement team based in Horseferry House.  Within this position you will be at the heart of a team driving client acquisition and retention. You will oversee the development and execution of key enablers of the Client Engagement programme, with a specific focus on the client retail and omni channels activations. With a strong emphasis on global delivery consistency to drive new client acquisition and retention, you will be required to liaise with all necessary stakeholders to implement a flawless and relevant omni channel client experience.


In addition this role will also project manage any gifting programmes or activations to ensure seamless execution. We are entering a phase of significant development and enhancement of our capabilities therefore it is an exciting time for a proven Client engagement professional to help shape and accelerate our success.


Strengthen and accelerate business as usual client activities to drive client acquisition and retention

  • Help execute Client Retail activations available to stores (in store and out-of-store) and across channels with regional and cross functional Teams 
  • Liaise with regions to brief relevant Client activation formats
  • Manage the delivery of all Clienteling/ retention tools, such as cards, festive gifts, festive catalogues and any special initiative tool
  • Liaise with Regions to  deliver clienteling  “always-on” activation menu and full year activation plan
  • Coordinate Corporate stakeholders to ensure timely execution 
  • Manange the three days London Show experience for Top Clients twice a year (February and September) 
  • Project manage all activations on local celebration projects and gifting value propersition. 


Client & CRM Coms and Training

  • Oversee the production of quarterly Daily Briefs and Event Briefs in partnership with Retail Excellence
  • Partner with Retail Excellence to develop and to implement Client & CRM training
  • Liaise with Performance team to develop and plan of Client and CRM tool training
  • Partner with Retail Excellence team to develop and plan the training plan for Retail activations
  • Oversee the retail communications around Key brand moments (360 Packs) and BAU (Retail updates, TB Inspo…)


Project management

  • In partnership with the Performance team and the regional counterparts, project manage all Client Engagement monthly and regular operations
  • Partners with Retail Excellence to develop and implement Client & CRM tools training
  • Support all key Client projects
  • 5+ years+ experience in a similar role
  • Strategic thinker and planner; a self-starter with a results-oriented approach who takes ownership and initiative
  • Has led the development of successful cross functional projects
  • Strong interpersonal,  influential and analytical skills
  • Outstanding work planning and time management skills: ability to prioritize
  • Good understanding of the luxury fashion industry and of Retail a necessity
  • Excellent written, verbal and presentation skills
  • Proficiency in PowerPoint
  • Marketing and retail experience
  • Project Management Experience

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