Job Description

Key Responsibilities

• Drive customer retention and lifetime value through targeted lifecycle campaigns and personalised engagement strategies
• Build and maintain strong relationships with high-value customers via tailored communication approaches
• Analyse customer behaviour using data and AI tools to optimise CRM workflows and campaign performance
• Lead, coach, and develop the CRM team to enhance execution quality and overall performance
• Collaborate cross-functionally with Product, Tech, Design, VIP, and Marketing teams to ensure seamless campaign delivery
• Continuously test, refine, and scale high-performing CRM strategies and engagement models
• Promote a culture of knowledge-sharing and continuous improvement within the team

Requirements

• Minimum 5 years experience in CRM, Account Management, Luxury Customer Service, or Telesales
• Strong analytical mindset with the ability to interpret customer data and lifecycle trends
• Customer-centric, results-driven, and adaptable in a fast-paced environment
• Proven ability to translate strategy into actionable execution
• Experience scaling CRM strategies/playbooks across teams or markets
• Familiarity with CRM or lifecycle management platforms (e.g., Braze, Salesforce, HubSpot, etc.)
• Demonstrated track record in campaign optimisation and performance improvement