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 is responsible for defining and driving the brand’s CRM and client engagement strategy, with the objective of strengthening customer loyalty, increasing client lifetime value and supporting overall business performance across all channels.
Positioned within the Marketing function, the role acts as a strategic link between Brand, Client Engagement and Retail teams, ensuring that CRM initiatives are aligned with the overall brand vision while remaining commercially effective and operationally executable within stores.
The role requires a strong combination of strategic thinking, customer insight, data analysis and cross-functional collaboration, with a particular focus on translating client data into impactful and actionable engagement strategies for retail teams.
Your Mission
· Define and implement the brand’s CRM and client engagement strategy in line with overall marketing and business objectives
· Drive customer retention, client loyalty and customer lifetime value through targeted CRM initiatives
· Develop customer segmentation strategies based on client behaviour, engagement and spending patterns
· Analyse CRM performance and customer data to identify commercial opportunities and business trends
· Translate customer insights into actionable engagement and activation plans
· Oversee CRM campaigns and client communication across retail and digital touchpoints
· Ensure CRM initiatives support both brand positioning and commercial performance
· Partner with retail teams to strengthen clienteling practices and CRM adoption within stores
· Define CRM guidelines and best practices to support customer engagement across the retail network
· Monitor and optimise CRM KPIs including retention, reactivation, engagement and conversion
Your Talent:
· 3–5 years of experience in CRM, Client Engagement or Customer Marketing within luxury or premium brands
· Strong understanding of luxury customer behaviour and clienteling dynamics
· Experience in customer segmentation, CRM strategy and performance analysis
· Commercial mindset with strong analytical capabilities
· Excellent communication and stakeholder management skills
· Familiarity with CRM platforms and omnichannel customer engagement
· Fluent English required
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 is a luxury lifestyle brand that was launched under the designer’s name in 2001. It emboldens confident femininity with elevated yet effortless, conscious fashion. The brand is committed to being an ethical and modern company, believing it is responsible for the resources it uses and the impact it has on the environment. It is therefore constantly innovating new ways to become more sustainable, from designing to store practices and product manufacturing. As a lifelong vegetarian, Stella McCartney never uses any leather, feathers, fur or skins in any products for both ethical and environmental reasons – pioneering a movement for the use of alternative materials. Supporting regenerative agriculture and circularity, the brand is embracing new business models that will transform how clothes are sourced, produced, sold, shared, repaired and reused, promoting long-lasting products with extended use to reduce environmental impact. Today, Stella McCartney spans women’s ready to wear, unisex capsules, kids’ clothing, accessories, swimwear, lingerie, a performance wear collaboration with adidas, STELLA skincare and more – with 48 directly owned stores and 21 franchise stores across New York City, London, Paris, Milan, Tokyo, Shanghai and Beijing. Our collections are now sold in 77 nations through 863 specialty shops and department stores, and ship to 100 countries via online.
