Customer Marketing Manager (FTC)

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today. We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

The Global Customer Marketing Manager plays a central role in shaping how we engage to our customers at scale. The role blends planning, content management and cross-functional orchestration, with a strong focus on driving more personalised, insight-led communication across channels.
It sits at the heart of the Customer Marketing and CRM orchestration team, connecting global, regional and digital teams to deliver a coherent, high-impact customer experience.

RESPONSIBILITIES

Calendar Planning and management

• Own the global planning of all 1:Many customer outreach (Email and Messaging) for full price, outlet and localised communication, ensuring alignment across marketing, commercial and regional calendars.
• Lead planning and strategy for key .com customer destinations, including service-led pages, regional initiatives and the stories section, partnering with Digital to ensure strong linkage between CRM comms and on-site experiences, building continuity in messaging and customer journeys.
• Lead the global and regional briefing process for customer campaigns and B.com pages, ensuring clarity of objectives, targeting strategy and content needs.
• Maintain a joined-up view of marketing moments, retail priorities and merch strategy to build an integrated customer plan.

Targeting and Personalisation

• Drive the targeting and segmentation strategy for 1:Many outreach, translating insight into meaningful customer journeys.
• Co-lead the rollout of new segmentation frameworks in partnership with the CRM Orchestration and Retail CRM teams, ensuring adoption across outreach programs.
• Champion personalisation opportunities across channels, identifying new use cases and partnering with tech and Data insight teams to unlock them.

Performance optimisation and Reporting

• Oversee all email and B.com customer activities with a focus on continuous optimisation and measurable impact.
• Deliver quarterly, monthly and campaign-level reporting to the business, highlighting insights, learnings and next steps.
• Partner closely with Customer Insight, D&A and CRM teams to turn performance data into actionable improvements.

Content management

• Lead the end-to-end content strategy for Customer Marketing, acting as the voice of customer needs within the wider marketing planning cycle.
• Build and implement a robust content mapping, briefing and delivery process for Customer function, collaborating with Digital and Merchandising teams.
• Feed into global marketing briefs with clear asks for Customer channels, ensuring all content supports personalisation, channel requirements and customer journeys.
• Partner with marketing and creative teams in the creation and delivery of bespoke content for customer campaigns and service-led experiences.
• Manage the Customer content budget, forecasting needs and ensuring efficient use of resources.

Team Leadership & Collaboration

• Manage and develop the Customer Marketing team, providing direction, prioritisation and coaching.
• Create clarity around roles, workflows and cross-functional processes to improve speed and alignment.
• Represent the Customer Marketing function in key cross-team forums and decision-making moments.

PERSONAL PROFILE

• Solid customer marketing or digital marketing background, ideally within a fashion/luxury/retail global or multi-market brand.
• Strong understanding of CRM, content and customer journey.
• Experience managing complex calendars, multiple stakeholders and tight delivery timelines.
• Confident in interpreting data and shaping optimisation strategies.
• Comfortable balancing creativity, structure and operational execution.
• Excellent communicator, able to simplify complexity and bring teams together.
• Strong attention to details and problem-solving skills.