Senior CX Manager
Job ref: 35953
Category
Region
Contract Type
Full Time
Salary
£80000
The Brand
We’re a global luxury lifestyle brand with a reputation for iconic style, craftsmanship, and innovation. But what sets us apart isn’t just our heritage — it’s our mindset. We’re constantly evolving, driven by a deep obsession with the customer and a belief that every interaction is a chance to inspire. With a presence across 80+ markets, we’re shaping the future of fashion and experience, blending digital excellence with the emotion of luxury. Every decision we make starts with the customer — and that’s where you come in.
The Role
We’re on the hunt for a Senior Customer Experience Manager to lead a bold evolution of how we connect with our audience across the EMEA region. This role sits at the very heart of our customer transformation strategy — part strategist, part innovator, part orchestrator. You’ll work closely with teams across CRM, data, performance marketing, ecommerce and retail to design seamless, intelligent journeys that span every touchpoint, from inbox to in-store.
Your mission? To elevate loyalty, deepen engagement, and unlock the full potential of data-led personalisation across the customer lifecycle. Whether you’re reimagining how AI can inform our next best action, leading test-and-learn programmes, or championing new tools and technologies, your focus will always be on creating meaningful, human experiences at scale. You’ll have direct reports to mentor, stakeholders to influence, and the creative freedom to bring big ideas to life — all while keeping the customer at the core.
The Person
You’re a strategic thinker with a creative spark — someone who understands what makes people tick and knows how to turn that into measurable impact. With a background in customer experience, strategy or digital marketing, you’ve led the charge on omnichannel programmes and have a proven track record of delivering journeys that drive both connection and commercial value. You’re data-curious, tech-savvy, and not afraid to challenge the status quo in pursuit of something better. Collaboration comes naturally to you, and you know how to bring people together around a vision. You’re as comfortable in a room full of analysts as you are presenting to the C-suite — always focused, always a few steps ahead.
What really sets you apart, though, is your passion. You care about the details, the customer, and the craft. You want to be part of a brand that doesn’t just keep up — but leads. And you’re ready to build something that feels as personal as it is powerful.
