- Location
- Hammersmith England UK
- Employment
- Contract
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Oct 12, 2026
About Harrods
Established in 1849, Harrods is one of the world’s most celebrated luxury department stores, distinguished by its Knightsbridge address, exceptional product selection and tradition of attentive service. As an employer, it brings together expertise across fashion, beauty, fine jewellery, food, hospitality, buying, digital commerce and corporate functions. Its environment combines British retail heritage with the evolving expectations of an international clientele, placing particular importance on product knowledge, discretion and operational precision. For professionals drawn to luxury retail, Harrods offers the opportunity to contribute to a globally recognised institution where commercial expertise and thoughtful customer service shape the experience of the brand.
Harrods is seeking a CRM Manager to lead CRM publishing, newsletter optimisation, testing and customer personalisation in partnership with the Data Science team. This is a 12-month fixed-term, full-time position with the possibility of becoming permanent.
Role & Responsibilities
- Plan and execute a robust CRM publishing schedule covering newsletters, brand media and marketing communications.
- Lead and execute the business-as-usual roadmap to optimise personalised, relevant core newsletters.
- Lead A/B and control testing to demonstrate incrementality while supporting customer marketing objectives.
- Communicate strategic vision, project progress and performance to key stakeholders.
- Consult with business stakeholders on projects requiring CRM automation support.
- Identify operational efficiencies in collaboration with IT teams and system providers.
- Set team and retention KPIs, and manage budgets and forecasts.
- Respond to technical issues to ensure communications programmes operate as expected.
- Shape and develop a Next Best Action strategy with the Data Science team, focusing on customer engagement, conversion and lifetime value through relevant messaging, channels and timing.
Qualifications
- Experience with SAP is essential.
- Good understanding of ESPs and Google Analytics.
- Excellent communication and organisation skills, with the ability to lead discussions confidently with internal and external stakeholders.
- Experience in campaign execution and segmentation.
- Previous experience owning or supporting a strategy for a CRM channel.
- Ability to prioritise and multitask in a fast-paced, changing environment.
Skills
Workplace
This position is based in Hammersmith, England, UK, within easy reach of London.
Explore jobs in England or in the UK.
Benefits
Company pension, flexible working, 25 days’ holiday, birthday off, up to 33% in-store discount and a travel season ticket loan.
Culture
Harrods’ workplace culture is shaped by its heritage as an iconic British luxury retailer, with a strong emphasis on exceptional service, product expertise and meticulous attention to detail. Its dynamic, international environment brings together teams across retail, dining and specialist services, where collaboration and discretion are central to delivering a distinctive 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 Harrods, 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 «Customer Relationship Management Manager», «CRM Marketing Manager», «Customer Engagement Manager», «Customer Marketing Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.