Burberry Senior Manager, CRM Orchestration
- Seniority
- Senior
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- May 11, 2026
About Burberry
Burberry is a British luxury fashion house recognised for its outerwear, leather goods and progressive approach to digital and customer experience. The brand combines heritage craftsmanship with contemporary innovation and a public commitment to sustainability, operating globally across retail, digital and wholesale channels.
Burberry, London — Senior Manager, CRM Orchestration: lead CRM orchestration and lifecycle strategy; Braze & HighTouch expertise required.
Role & Responsibilities
- Define and drive the orchestration strategy across One-to-Many and One-to-One communications, establishing principles for contact strategy, sequencing, prioritisation and channel roles.
- Lead the design, optimisation and measurement of lifecycle journeys across acquisition, onboarding, engagement and retention.
- Create scalable personalisation approaches for broad (One-to-Many) and targeted communications, translating customer insight into segmentation, targeting and journey logic.
- Champion advanced use of Braze, HighTouch and the CRM ecosystem; partner with Martech, Data and external vendors to extend audience activation, triggers and platform capability.
- Embed an experimentation and insight-led culture with clear performance frameworks and leadership reporting.
- Act as a cross-functional connector to align Customer Marketing, Martech, Data, Digital, Creative and Retail around orchestration priorities and operating models.
- Lead, coach and develop a team of CRM specialists and strategists, ensuring strategic vision converts to high-quality execution and sustainable capability uplift.
Qualifications
- Proven experience in CRM, lifecycle marketing or customer orchestration at a senior level.
- Demonstrable working knowledge of Braze and HighTouch (or equivalent CRM and data activation platforms).
- Track record designing multi-channel customer journeys, personalisation frameworks and segmentation strategies.
- Experience leading and developing high-performing teams and managing cross-functional stakeholders in a global organisation.
- Strong communication and influencing skills, with the ability to align senior stakeholders and operational teams.
Skills
Experience
Extensive, demonstrable experience in CRM, lifecycle marketing or customer orchestration roles within retail, fashion or luxury contexts; experience leading multi-disciplinary teams and influencing stakeholders across global matrix organisations.
Workplace
The successful candidate will be located in London, England, UK.
Culture
Burberry fosters a creative, collaborative and customer-centric culture that values storytelling and craftsmanship alongside digital innovation. The company emphasises sustainability and diversity, encouraging experimentation and cross-disciplinary collaboration to evolve the luxury customer experience.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Burberry, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «CRM Orchestration Lead», «Lifecycle Marketing Manager», «CRM Strategy Manager», «Customer Orchestration Manager», «Head of CRM Orchestration», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.