CRM Manager (FTC Maternity Cover)

JOB TITLE CRM Manager

ROLE TYPE Fixed Term Contract (Maternity Leave Cover, immediate start - January 2027)

DEPARTMENT CRM

REPORTING TO Head of CRM and Customer Experience

LOCATION Fitzrovia, London

SALARY Competitive

COMPANY PROFILE

Orlebar Brown (Chanel group) launched in March 2007 as a more tailored approach to men’s beach and swim shorts. Based on the traditional pattern of a tailored pair of trousers for men, and with their distinctive side fasteners, they are not just a swim short; they are the original and best shorts you can swim in.

Today, our collections are built into broader lifestyles imagined around Beach, Resort, Coast and Sport. We have multiple product releases, including capsules, new categories and services, over the calendar year to maintain excitement, and interest for our customers.

Since 2007, we have built the brand to achieve our stated purpose which is - to encourage, excite and inspire everyone to ‘Holiday Better’. This is our purpose and why we get out of bed every morning.

The brand has rapidly gained global recognition and is sold through online, more than 30 O.B. stores, and the best retailers and hoteliers in the world. Our customer is truly international, so whether they are in St Barth’s for Christmas with family, Miami for a wild Spring break, a conference in Dubai with a few days off, tacking a boat off the coast of St Tropez, volunteering to replant mangrove plantations in Puerto Rico, walking along a cliff top in Cornwall, or diving off one into a beautiful blue ocean then O.B. should be there to help you do it better.

Our business is built on relationships with those customers, and we strive to maintain our relationship with them, wherever they might be, and provide world class service, when and where they want. It is also built on finding new customers to the brand by welcoming them to join the ever-growing O.B. community.

THE POSITION

As CRM Manager you will deliver our multi-channel CRM strategy to drive customer retention, loyalty and revenue growth, with a strong focus on VIP and high value customers. You will combine creative campaign planning with deep data-driven analysis to oversee the design and implementation of tailored lifecycle journeys and communications across email, direct mail and SMS, as well as using this insight to support broader business functions. This role requires both a balance of data-led strategic thinking to unlock solutions to customer challenges, and hands-on execution to drive customer performance.

GENERAL RESPONSIBILITIES

• Deliver and evolve our multi-channel CRM strategy across campaign and lifecycle programmes to drive customer retention, loyalty and revenue growth, with a strong focus on VIP and high value customers.

• Define and track key CRM KPI’s, providing actionable insights on customer engagement, retention, churn and LTV performance.

• Lead customer journey mapping, lifecycle marketing and automation strategies to maximise engagement at each stage of the customer lifecycle.

• Oversee the implementation of CRM channel campaigns across email, direct mail and SMS and endeavour to highlight new channel opportunities for the brand.

• Own the segmentation and personalisation strategy, leveraging behavioural, transactional and demographic data to deliver personalised communications across CRM and digital marketing channels.

• Work closely with ecommerce, retail, merchandising and creative teams to ensure CRM campaigns align with broader business and customer goals, and seasonal priorities.

• Use tools such as Power BI, GA4 and Shopify to uncover customer insights, trends and opportunities for targeted campaigns. Share insights with key stakeholders to inform future strategy.

• Manage our database, collaborating with the acquisition, ecommerce and retail teams to identify new data capture opportunities, growing the global CRM database with high-quality leads and subscribers across channels.

• Lead, mentor, and support the CRM Coordinator, focusing on their professional development, training, and growth. Foster a collaborative environment that encourages learning, ownership, and progression within the CRM function.

CANDIDATE PROFILE

• Proven experience in CRM, ideally within a premium or luxury retail or ecommerce environment.

• Strong understanding of customer segmentation, lifecycle marketing, and retention strategies, with a focus on VIP and high-value customer engagement.

• Hands-on experience with CRM platforms across email, Ometria preferred but not required, SMS and direct mail, and a strong understanding of their capabilities.

• Proficient in campaign analytics and reporting tools (e.g. GA4 and Shopify).
  Experience in data-driven customer analysis through analytics tools (e.g. Power BI, Tableau, Netsuite).

• Inquisitive and solution orientated individual, keen to explore how AI can drive efficiencies and unlock customer opportunities.

• Excellent project management and communication skills.

• Experience in coaching or developing junior team members, with a passion for nurturing talent.

• Creative thinker with a test-and-learn mindset.

WHAT WE OFFER

• Being part of a diverse working environment of people who we learn from every day

• The chance to train and develop your skills in a fast-working environment

• Competitive benefits package:

  • Physical wellbeing: Private medical insurance covering pre-existing medical conditions and the ability to add family members, an online GP app with 24/7 appointments, available within 24 hours, and cycle scheme participation for tax-exempt bike and/or accessories purchase.

  • Financial wellbeing: Company pension scheme.

  • Lifestyle: Orlebar Brown and CHANEL product discounts and employee-only sales.

  • Employee Recognition: Service award incentives, 1-week office closure in August to practice what we preach (paid leave and separate from 25 days annual leave plus UK public holidays).

It’s never just a job at Orlebar Brown. It’s a way of life. We live and breathe our brand values – Tailored, Vibrant and Brave. Our team define who we are and how we get the job done.

At Orlebar Brown, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Orlebar Brown.

Direct applications only. Recruitment agencies – thanks for reading – but we’ve got this one covered!