Customer Success Manager

• Define and deliver the global customer strategy that integrates CRM, Loyalty, Customer and Experience into one seamless customer journey
• Champion a customer-first culture across the organisation and influence senior stakeholders
• Set and own performance KPIs for retention, engagement, and customer lifetime value (CLTV)
• Oversee global CRM strategies to nurture loyalty, increase repeat purchase rates and grow CLTV across all markets
• Drive personalisation at scale through automation, smart segmentation and data-led customer journeys (email, SMS, on site and beyond)
• Own the CRM tech stack, engage with in-house tech and analytics stakeholders to deliver customer data centralisation and onboard Customer Data Platform partners
• Serve as the company’s internal CRM system & customer data expert, communicating & delivering technical requirements for CRM features, data integrations, and platform enhancements
• Own the global loyalty programme strategy and execution and work with the Loyalty specialist to improve programme design
• Oversee CX specialist to map, monitor and optimise the end-to-end customer journey – from discovery through purchase, delivery and post-purchase care
• Identify pain points and opportunities to surprise, delight, and retain customers, turning CX insights into impactful actions
• Liaise with key stakeholders in CRM, CS, eCommerce and Market Research to ensure a seamless customer journey end-to-end
• Work closely with Brand, Product, Ecomm, Tech, Creative, and Marketing leads to ensure unified customer experience across all touchpoints
• Align CRM and CX strategies with annual business strategies, product launches, brand storytelling, and partnerships
• Inspire, mentor and develop a growing team across CRM and CX and foster psychological safety and ownership
• Own and manage budgets across CRM, CX and Loyalty functions, including contracts and renewals
• Lead relationships with key CRM and CX vendors and tech partners and explore innovation opportunities

Head of CRM and CX

Senior CRM Manager

Customer Success

Senior Customer Success Manager

Senior Customer Success Manager

Senior Customer Success Manager