CRM Consultant 3 months FTC

Job Title: CRM consultant

Location: London
Reports to: Commercial Director

About us

DeMellier is a London-based brand that was founded with the vision of doing things differently: to design handbags that would make women feel empowered, made ethically and sustainably, while giving back to those who need it most. These principles guide everything we do. All our pieces are crafted ethically in Europe using the finest sustainably sourced materials. We champion equality, and for every piece sold, we fund vaccines and medical treatments aimed at saving the life of a child in need. So far, through our permanent charity initiative, ‘A Bag, A Life’, in partnership with SOS Children’s Villages, we have funded over 2.5 million vaccines. Join us and be part of an award-winning, purpose-driven brand that fosters creativity, collaboration, and meaningful impact within the luxury industry.

The role

We are hiring a CRM Consultant for a 2–3-month project to define and lead DeMellier’s global CRM and omnichannel clienteling strategy—elevating how we understand, engage, and build lasting relationships with our customers across e-commerce and retail.

Main responsibilities

CRM & Customer Strategy

• Refine customer segmentation, lifecycle management, and personalisation frameworks.
• Translate customer data into actionable insights to drive acquisition, engagement, retention, and loyalty.
• Advice on CRM platforms, ensuring scalability as the business grows.

Campaigns & Customer Journeys

• Help refine the planning, execution, and optimisation of omnichannel CRM campaigns (email, SMS, in-app, clienteling tools).
• Partner with Marketing, Digital, E-commerce, Merchandising and Retail internal teams to ensure consistent messaging and timing across channels.

Omnichannel Clienteling & Retail Enablement

• Build and roll out in-store clienteling capabilities aligned with luxury service standards. Recommend tools, processes, and best practices to empower store teams with customer insights. Ensure seamless data flow between online and offline interactions (single customer view). Support retail openings with CRM-driven activation, VIP engagement, and local clienteling strategies.

Data, Analytics & Insights

• Own customer data governance, quality, and enrichment.
• Monitor and report on key CRM and clienteling KPIs (CLV, retention, repeat rate, engagement, campaign performance).
• Use data to test, learn, and scale high-impact initiatives in a fast-paced environment.
• Define and deploy RFM-based customer segmentation frameworks to optimise targeting, retention, reactivation, and customer lifetime value.

Requirements

• We are seeking a candidate with 10 years of expertise in CRM & Clienteling within multi-brand environments. Someone who can bring in a variety of experiences and views.
• Ideally worked in large luxury companies and premium brands.
• Track record in Data Privacy & Compliance Understanding in full compliance with data privacy regulations (GDPR and relevant local laws).
• Background in partnering with Legal, e-commerce, IT, and external partners to maintain best-in-class data security and consent management.