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