Burberry Senior Manager, CRM Orchestration
- Lead the evolution of how customer communications are orchestrated across campaigns, journeys and service communications
- Drive the shift from channel-led execution to lifecycle-led thinking
- Define orchestration principles across contact strategy, sequencing, prioritisation and channel roles
- Create more connected experiences across One-to-Many, One-to-One, digital and retail touchpoints
- Build a strong insight-led and experimentation culture, supported by clear performance frameworks and leadership reporting
- Lead the design and optimisation of lifecycle journeys across acquisition, onboarding, engagement and retention
- Shape scalable personalisation approaches for One-to-Many communications in partnership with Customer Marketing
- Translate customer insights and behaviours into journey logic, segmentation and targeting strategies
- Champion advanced and innovative use of Braze, HighTouch and the wider CRM ecosystem
- Partner with Martech, Data and external partners to enhance audience activation, triggers and platform capabilities
- Stay close to platform evolution, identifying opportunities to test, learn and scale new capabilities
- Support the exploration of AI and Next Best Action initiatives within the future CRM roadmap
- Act as a connector across Customer Marketing, Martech, Data, Digital, Creative and Retail teams
- Align stakeholders around customer experience priorities, orchestration principles and ways of working
- Influence at all levels, bringing clarity and momentum to complex or evolving initiatives
- Ensure CRM orchestration enhances and connects with retail and clienteling experiences, not just digital channels
- Help shape operating models that balance agility, governance and customer experience excellence
- Lead, coach and develop a team of CRM specialists and strategists
- Ensure strategic vision translates into clear, executable plans and high-quality delivery
- Balance long-term transformation with day-to-day business priorities
- Build team capability across orchestration, personalisation and platform expertise
- Strong experience in CRM, lifecycle marketing or customer orchestration roles
- A solid working knowledge of Braze, HighTouch or similar CRM and data activation platforms
- Proven experience designing and evolving multi-channel customer journeys and personalisation strategies
- Confidence operating across multiple stakeholders and functions in a global environment
- Excellent communication and influencing skills, with the ability to bring teams together
- Experience leading, coaching and developing high-performing teams
- A curious, pragmatic mindset with a passion for innovation and experimentation
- A strong appreciation for brand, storytelling and customer experience, ideally within retail, fashion or luxury
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