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Director, Customer Relationship Management

Department: 
City:  London
Location:  GB

DIRECTOR OF CUSTOMER RELATIONSHIP MANAGEMENT

 

INTRODUCTION
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.

 

JOB PURPOSE

The Director of Client Relationship Management will be responsible for the management of client relationships globally and a champion for the creation of a customer centric organisation. They will define working relationships with key internal stakeholders, setting up new ways of working and own all customer data points in the business

 

RESPONSIBILITIES

  • Build overall Customer Relatioship Management function
    • Centralise and align customer communications strategy across email, paid digital and social media, ecommerce having consistency across channels and regions
    • Integrate customer insights into the team
    • Design and define working relationship with Data & Analystics (D&A), Technology and Digital teams
  • Own Global Outreach strategy, review existing outreach and reporting tools, improving existing platforms, working closely with Technology to drive innovation and ensuring anything new that is created is best in class and easily adaptable in store
  • Own the development of the overall Client journey, creating customer typologies, working closely with the D&A team as a support and integrating the digital and retail teams in implementation
  • Work closely with the Director of Client Strategy and Experiences to create and implement acquisition and retention strategies with a strong focus on building loyalty
  • Work closely with the Marketing team to create a consistent approach to global campaign delivery
  • Centralise the CRM function globally, working with the CRM Manager to
    • Drive the strategy and approach for Outreach, insights, analytics, segmentation, KPIs & performance, and overall ROI tracking for events
    • Executive global BAU activities around Outreach, provide an insight driven approach
    • Set and track global KPIs
  • Lead and support CRM development in the regions, working closely to support the engagement teams on the ground to be data self-sufficient and support on needs from the centre

 

PERSONAL PROFILE

  • Proven track record in CRM, preferably both in ‘bricks and mortar’ and digital
  • In depth understanding of data and how to apply to an overall customer approach
  • A strong, solutions oriented strategist, focused on simplification
  • Someone who enjoys building a strategy and team
  • Strong leadership skills, knowledge of how to lead and manage people
  • Experience of big, global organisations with matrix structures
  • A collaborative approach, ability to align senior stakeholders across the business

 

MEASURES OF SUCCESS

  • A Global strategy and process for CRM and Insights
  • Becoming the global centre of excellence
  • Ownership of all client data and customer strategy
  • Credibility with regional teams, following a centralised approach

 


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