CRM Manager

20 Jan 2022
20 Feb 2022
Contract Type
Full Time


  • Support the Head of CRM with the execution of the Dover Street Market CRM strategy
  • Manage delivery of complex CRM campaigns through all DSM marketing channels, including but not limited to: Web, E-SHOP, Email, Direct Mail and 1:1 Client Outreach
  • Create and build customer segments using our marketing platform, making sure all comms are timely and relevant for the customer and commercially effective
  • Manage and maintain our client data ensuring client tags and segmentation values are up-to-date and accurate
  • Support on the delivery of weekly and monthly CRM customer reports to update the business on CRM performance and identify key opportunities
  • Report on CRM channels and campaigns, suggesting areas for improvement
  • Become the primary day-to-day contact for our multi-channel marketing platform and ESP, ensuring DSM are adopting new features and maximising usage of our platforms
  • Launch new automated lifecycle and campaign journeys using our marketing platform to drive campaign engagement and client retention
  • Work with the Digital Communications team to drive personalised and targeted comms that resonate with the DSM customer
  • Work with the Digital Communications team to evolve the email marketing channel by suggesting new templates, multivariate tests and the addition of dynamic or personalised content
  • Support the Head of CRM with the delivery of the DSM loyalty programme
  • Work with the store and VIP team to ensure they have the right CRM data and tools available to drive excellent customer experience
  • Support the Head of CRM on the delivery of our retail clienteling platform to maximise our 1:1 Client Outreach strategy and build lasting client relationships with DSM VIPs



  • 1-2 years+ experience working in a similar CRM role
  • A relevant marketing or business degree
  • Experience of working in luxury fashion or retail industries
  • Highly numerate and passionate about data
  • Organised and able to work fast under pressure with the ability to multitask
  • Excellent communication skills both written and verbal


  • A highly motivated and competent individual able to converse with all levels both internally and externally
  • A total self-starter able to set the standard by their own professionalism and attitude