CRM & Customer Insights Manager (Luxury)

The successful candidate will leverage customer and sales data to generate actionable recommendations, support strategic initiatives and drive measurable business outcomes in a fast-paced environment.

Key Responsibilities

• Analyze customer, sales and campaign performance data to identify trends, opportunities and areas for optimization.
• Consolidate and interpret large datasets from multiple systems and sources, ensuring data accuracy and consistency across reports.
• Develop regular and ad hoc reporting for management, translating complex findings into clear business recommendations.
• Partner closely with commercial, marketing and operational stakeholders to support customer engagement strategies and business initiatives.
• Monitor customer acquisition, retention, activation and spending behaviour through ongoing performance analysis.
• Support customer segmentation, profiling and targeting exercises to improve campaign effectiveness and customer lifetime value.
• Evaluate campaign and programme performance, providing actionable insights to drive continuous improvement.
• Maintain and enhance reporting frameworks, dashboards and analytical tools to support decision making.
• Ensure strong governance and integrity of customer data, identifying potential risks and recommending corrective actions where necessary.
• Manage multiple projects and priorities simultaneously while responding to evolving business requirements in a timely manner.

Requirements

• Degree holder in Business, Marketing, Analytics, Statistics or a related discipline.
• Proven experience in CRM, customer analytics, business intelligence, loyalty, commercial insights or related functions.
• Strong analytical mindset with the ability to interpret complex data and translate findings into practical business actions.
• Advanced Excel skills and experience handling large datasets from multiple platforms.
• Experience working with CRM systems, reporting tools, customer databases and performance dashboards.
• Strong attention to detail with a high level of data accuracy and quality control.
• Excellent stakeholder management and communication skills, with the ability to influence business decisions through insights.
• Comfortable operating in a fast-paced, dynamic environment with competing deadlines and frequent ad hoc requests.
• Highly independent, resilient and able to manage a broad scope of responsibilities with minimal supervision.