Head Of CRM And Lifecycle Product (Ecommerce)

TL;DR

Head of CRM and Lifecycle Product (Ecommerce): Managing end-to-end CRM strategy and product ownership of communication platforms to drive customer engagement and retention with an accent on automated lifecycle and product-triggered communications. Focus on designing CRM architecture, overseeing re-platforming initiatives, and building a high-performing leadership bench.

Location: Hybrid (at least 3 days a week in the office)

Company

A global fashion e-commerce leader serving over 20 million customers globally with an app-first audience.

What you will do

• Own the end-to-end CRM strategy to drive engagement, retention, and revenue through lifecycle and behavioral triggers.
• Act as the product owner for CRM platforms and tooling, including Braze and associated data capabilities.
• Lead the design and evolution of CRM architecture, automation logic, and product-driven triggers.
• Manage quarterly prioritisation, balancing long-term automation value with short-term trading needs.
• Lead and develop a high-performing team of senior CRM and Product leaders.
• Collaborate with Analytics to ensure all decisions are evidence-based and aligned with retention inputs.

Requirements

• Significant experience in senior CRM leadership and product ownership.
• Ability to personally diagnose data and architecture requirements and shape trigger strategies.
• Proven track record of driving delivery directly and managing complex technical changes.
• Experience in building and mentoring a leadership bench of senior managers.
• Requirement to spend at least 3 days a week in the office.

Culture & Benefits

• Fast-paced "yes we can" culture that values quick decision-making and autonomy.
• Commitment to Diversity, Equity & Inclusion strategies.
• Emphasis on in-person collaboration to accelerate learning and team growth.