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CRM Manager Inactive job
Stella McCartney
This job has been closed. You cannot apply anymore.
United Kingdom
5 years of experience
Bachelor education
40 hours per week
Apparel & Fashion
501-1000 employees
25 holidays
Pension Plan
Paid maternity/paternity leave
Development budget
Paid sick leave
Salesforce Marketing Cloud
Google Analytics
MS Excel

Working at Stella McCartney is a truly rewarding experience. As a luxury fashion company with a strong ethical standpoint we are leaders and innovators in our industry.


The CRM Manager will be responsible for supporting the Retail and Ecommerce teams providing the business with sales and clients behaviour analysis to support the definition of client engagement activities both in store and online.

The CRM Manager will be responsible for developing Client’s knowledge, shaping journeys according to different customer segments, and building a data-driven strategy to increase clients’ loyalty & drive sales. This position will enable the development of CRM initiatives, support the implementation of BI tools, and the set-up of cross-department reporting. It will also be responsible for delivery the CRM Project within the organisation, creating a CRM Platform that delivers an omnichannel client approach.

Leveraging on test & learn approach, customer insights, and local feedback, you will be optimizing the client life-cycle across the different touch-points of the brand. The candidate will help us to develop and advance the company’s knowledge of customer behaviour through analytics with the primary focus being to develop and disseminate customer insight reports and analyses to the wider business to ensure business intelligence and agility.

Your Mission

  • Responsible for the CRM Project, delivering a CRM platform for the wider business to drive an Omni-Channel client approach. Working cross functionally with key stakeholders and IT team to create, map and deliver a change management function within the broader business through the delivery of a CRM platform.
  • Responsible for the customer insights reporting suite and identify channel specific customer trends to build CRM strategies.
  • Responsible for developing CRM and Clienteling KPIs for global teams, follow up on the progress, adaptation of teams to new KPIs and communicating to wider business development of CRM initiatives
  • Handle customer analysis driving concise and focused insight and understanding about our customer to all relevant teams within the business
  • Assist with the development and implementation of global marketing and CRM strategy for Stella McCartney factoring in all directly operated points of sale (both on and offline)
  • To develop an array of regular reports that will go to various internal departments to maintain a clear picture of directly operated business and clients and their transnational behaviour
  • Navigate Stella McCartney CRM tools to pull regular CRM and database insights and reporting to the wider, and ensure timely delivery to the relevant teams within the global business
  • Work closely and ensure great communication with local markets & other departments during the campaign period.
  • Work closely with the email marketing team to execute email programs to drive retention
  • Performing database extractions based on the requests from the global business and utilising business insights to develop optimised lists and advise on potential revenue generating actions (where appropriate)
  • Creating meaningful and actionable analysis and database insights using transnational and other contextual data to inform the business of key trends and areas requiring attention/growth/development etc
  • To interpret and present the findings through first cut analysis data tables, written reports and PPT presentations
  • Work closely with various stakeholders across the business including (but not limited to) IT, Marketing, Clientelling and Retail to bridge ideas across departments and find workable solutions
  • Work closely with third party partners including CRM agency/agencies
  • Assist with the implementation and integration of new, business enhancing tools at store level to further develop the business’ CRM and data capture ability and collaborate with IT to troubleshoot problems

Your Talent

  • Degree standard or equivalent with a mathematical, analytical and/or statistical component
  • Highly analytical and strategically minded individual capable of critical thinking and creative problem solving
  • Strong computer skills, especially within Microsoft excel (knowledge of VBA or SQL is a plus )
  • Experience with Micro-strategy / Siebel / Google Analytics is a plus.
  • Proactive self-starter with ability to work independently and creatively solve problems
  • Customer oriented focus, with a keen interest in retail and particularly within the luxury sector
  • Strong team player, able to work collaboratively across multiple teams
  • Positive, enthusiastic individual with a 'can do' attitude
  • An individual who thrives in a high-pressure working environment and is accustomed to meeting tight deadlines
  • Experience within a luxury retail environment.


Our philosophy is to go beyond monetary return and consider ourselves responsible for your wellbeing, your family, your health, your time and the community.

  • Up to 50% discount on Stella McCartney products
  • Exclusive staff sales and sample sales - Including other LVMH brands
  • Matched pension contribution up to 6%
  • Extensive private medical and critical illness insurance, as well as life assurance
  • Annual Health Screening
  • Annual Leave Shop where employees can buy or sell annual leave
  • Flexible working/core hours
  • Enchanced Maternity/paternity packages
  • Matched Give as You Earn charity scheme
  • Fitness membership (Classpass credits)
  • Volunteer and Birthday leave
  • Health cash plan
  • Financial wellbeing program
  • Physical and Mental Wellbeing Support Services
  • Employee referral bonus

Optional/ Paid Benefits

Season ticket loan, cycle to work and tech schemes, travel and dental insurance and much more.

We welcome people with disabilities and endeavour to make reasonable adjustments, if you do require such adjustments please let us know within 48 hours of your interview.

At Stella McCartney, we like to be bold. For us this means challenging ourselves and the wider industry in which we operate. As part of our commitments to inclusive fashion, we have an ambitious strategy to put diversity, equity and inclusion at the centre of everything we do. Our starting point is to create a workplace where different voices are respected, heard and empowered in equal measure regardless of factors such as culture and backgrounds, and to influence and disrupt fashion and other industries by providing opportunities for global diverse talent to shine.

Stella McCartney
3 Olaf St
W11 4BE
United Kingdom