UK London
25 Jan 2022
23 Mar 2022
Full Time
FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.


We're a diverse team of Marketing professionals, spanning artistic and scientific expertise. We're driven to amaze our global community of customers through our data-driven approach, revolutionary spirit, test-and-learn culture and collaborative style.


Our office is located in Old Street, London's tech hub. Our open-plan space is ideal for collaborative working. When you're not doing what's never been done, you can enjoy a team lunch on our large outdoor terrace, or join a yoga class in our dedicated studio.


The CRM Manager will define and deliver FARFETCH's strategy to deliver audience-focussed retention communications. Reporting into the Senior CRM Manager, you will develop an approach to achieve commercial and customer targets for CRM channels as well as scale our operations for future growth, managing a team to execute the plan and optimising with test-and-learn activity.


    • Oversee a team of Assistants and Executives to plan and execute compelling retention communications across email, push and SMS channels
    • Manage complex campaign delivery through team prioritisation and resource planning
    • Measure performance of CRM channels, providing performance insight on a weekly basis
    • Leverage insights and data to identify new opportunities for customer-centric experiences (personalisation, segmentation)
    • Create business cases to size potential of new opportunities, get buy-in across key stakeholders and write requirements to brief technical teams on business needs
    • Manage ongoing team roadmap, flagging risks and dependencies, working closely with Product and Data stakeholders to deliver plan
    • Define team OKRs and ongoing measurement KPIs
    • Foster a test & learn approach to enhance CRM activity, working with Analytics stakeholders to scope and report on test activity
    • Develop and nurture direct reports. Recruit talent in line with the needs of the business


    • Experience in an analytical CRM role
    • Experience of planning, building and executing complex testing programs (a/b, multivariate etc.)
    • Management experience - proven experience managing direct reports
    • Outstanding work planning and time management skills: ability to prioritize
    • A passion for numbers and outstanding analytical skills including:
    • - Ability to analyse and communicate insights regarding all key digital marketing metrics
    • - Ability to build performance reports
    • - Ability to build business cases and perform thorough sense checks on numbers
    • Able to combine attention to detail with longer term big picture/strategic thinking
    • Experience using analytical tools e.g Tableau, Looker, Google Analytics, Excel
    • Experience working with leading CRM platforms (Oracle Responsys, Salesforce etc)
    • Experience working in an international business & large scale database (ideal)


    • FARFETCH Equity plan
    • Annual discretionary bonus
    • Flexible benefits - Private Medical Insurance, Dental Insurance, Gym Memberships, Pension scheme and more
    • Critical Illness Insurance and Life Assurance
    • Access to Unmind: an independent and completely confidential digital mental health platform


    • FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.

The CRM Manager will define and deliver FARFETCH's strategy to deliver audience-focussed retention communications.${description2}

More searches like this