Burberry Senior Manager, CRM Orchestration

About Burberry

A leading luxury fashion house within a global luxury group, renowned for craftsmanship, design-led innovation and high-touch client relationships. The employer operates internationally across retail and digital channels and places strategic emphasis on personalised client experiences and data-driven marketing.

Role & Responsibilities

• Define and operationalise the end-to-end CRM orchestration strategy across email, mobile (SMS/push), web, in-store and paid channels to drive retention and lifetime value.
• Design, build and maintain cross-channel customer journeys and real-time orchestration flows using the MarTech stack; ensure consistency of messaging, cadence and segmentation.
• Lead campaign orchestration: translate marketing briefs into technical requirements, configure campaigns, QA execution and validate delivery with analytics for measurement.
• Partner with data engineering, analytics and CDP teams to ensure accurate identity resolution, segment activation and clean data pipelines for deterministic targeting.
• Establish testing frameworks (A/B/n, holdouts), attribution models and KPI dashboards to optimise program ROI and inform roadmap prioritisation.
• Manage vendor relationships and external integrators; evaluate new orchestration capabilities and drive MarTech roadmap implementation.
• Ensure orchestration activities comply with data protection regulations (e.g., GDPR) and internal privacy policies.
• Coach and mentor junior team members; evangelise orchestration best practices across marketing, CRM and ecommerce stakeholders.

Qualifications

• Proven track record leading CRM orchestration or marketing automation in a retail, luxury or consumer-facing environment.
• Proficiency implementing cross-channel journeys and segmentation strategies at scale, with an emphasis on personalization and lifecycle marketing.
• Strong analytical mindset with experience defining KPIs, running tests and translating results into actionable optimisations.
• Experience managing MarTech vendors and collaborating with engineering, data and product teams.
• Excellent stakeholder management and communication skills with the ability to translate business needs into technical specifications.
• Fluency in data privacy requirements and best practices for customer communications.

Skills

Experience

Typically 7–10 years of progressive experience in CRM, lifecycle marketing or MarTech, with at least 3–5 years owning orchestration or marketing automation at scale within retail, luxury or digitally native consumer brands.

Education

Bachelor's degree in Marketing, Business, Data Science or related field; advanced degree or specialised training in marketing technology, analytics or CRM is a plus.

Workplace

Culture

The employer cultivates a culture that balances artisanal heritage with modern digital capability, valuing creativity, client obsession and operational excellence. Teams work cross-functionally and move quickly to prototype personalised experiences while maintaining exacting standards of brand integrity.

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.