CRM Specialist

Michael Kors is always interested in hearing from talented globally-minded individuals with a passion for fashion.

If you enjoy working in a creative fast-paced environment then we would love to hear from you!

Job Title: CRM Specialist

Location: London

Division: MK

Reporting to: Senior Customer Retention Manager

What Youll Do:

The CRM Specialist plays a key role within the Customer Retention team at Michael Kors driving the growth and optimisation of our customer database across EMEA. Reporting to the Senior Customer Retention Manager you will own end-to-end CRM delivery across both acquisition and retention from growing the addressable database through data capture and 3rd-party initiatives to building and managing lifecycle programmes that drive repeat purchase and maximise customer lifetime value. This is an exciting opportunity to shape a function that is actively expanding its retention programme capability with real scope to make an impact from day one.

Campaign Management & Operations

• Manage and implement acquisition initiatives for EMEA markets to grow the customer database including onsite capture in-store data collection and lead generation activity (internal and 3rd parties) ensuring data accuracy and compliant practices.

• Improve customer retention by leading CRM campaigns across email SMS and other owned channels to support both e-commerce and store-led retention initiatives. Working alongside the Marketing Retail and Analytics teams to research and launch new opportunities to increase overall customer repeat rates.
  
• Support vendor onboarding and the integration of new data sources signals and technologies into CRM workflows ensuring thorough documentation GDPR compliance and operational best practices.

• Implement new and optimise existing automated lifecycle journeys including welcome abandonment series post-purchase inventory and win-back programs. Collaborate closely with Customer Analytics to leverage learnings insights and behavioural opportunities.

• Act as the key point of contact for the triggered email platform (Bluecore) setting strategic priorities for the account management team while building internal capability and increasing hands-on expertise within the platform.

• Working with the Global IT CRM team manage the CRM customer database in terms of hygiene and quality auditing for accuracy & integration of new data elements. Report on the database forecast for EMEA markets and present quarterly results to global teams.
  

• Ensure CRM processes and lifecycle automations are functioning correctly proactively troubleshooting and diagnosing issues arising from projects working with UAT to triage issues and tickets in a timely manner.

Testing & Optimisation:

• Define and execute the test-and-learn roadmap across campaigns and lifecycle journeys identifying opportunities to optimise messaging creative timing and offers to increase engagement repeat purchase and customer lifetime value.
  
• Identify opportunities to improve data capture rates opt-in conversion and customer identification across channels.
  
• Continuously refine segmentation and personalisation strategies based on performance insights and customer behaviour.
  
• Partner with internal teams to test new acquisition tactics (e.g. incentives capture placements in-store prompts) to grow the database.
  

Performance Measurement & Reporting:

• Monitor and analyse CRM campaign performance building weekly monthly and quarterly reporting assessing KPIs and provide clear actionable insights to support decision making and future campaign planning.
  
• Track database health retention and campaign key data KPIs such as opt-in rate list growth customer identification rate and data completeness.
  
• Monitor and improve in-store data capture performance identifying underperforming locations and recommending actions to increase opt-in rates.

• Partner with Customer Analytics to develop dashboards to communicate performance of campaign impact and file health.

Youll Need to Have:

• 35 years of hands-on experience in CRM e-mail marketing or customer retention ideally within a retail or e-commerce environment. We welcome applications from candidates with equivalent experience in adjacent fields.
• Proven experience managing and executing CRM or lifecycle programmes end-to-end including campaign setup testing and optimisation.
• Hands-on experience with an Email Service Provider (ESP) or marketing automation platform the specific vendor is less important than demonstrable platform proficiency.
• Strong analytical skills comfortable working with data building reports and translating insights into clear actionable recommendations.
• Experience managing large-scale customer databases and acquisition or data capture initiatives.
• Working knowledge of GDPR compliance and data governance best practices.
• Strong communication skills and the confidence to build relationships across teams and with external vendors.

Wed Also Love to See (not all required):

• Cross-channel CRM experience beyond email e.g. SMS push notifications or other owned channels.
• Experience working with third-party acquisition or retention vendors (e.g. referral programmes lead generation tools).
• Familiarity with CDP Power BI or Tableau or a willingness to learn.
• Experience with triggered/behavioural email platforms (e.g. Bluecore or similar).
• An interest in or experience with AI-assisted copywriting or analytics tools.
• Experience in a fast-paced high-volume retail or luxury fashion environment.

Who You Are:

• Genuinely curious you love digging into data to understand customer behaviour and find opportunities.
• Creative in your approach you can work with the tools available and come up with solutions that improve retention even without a full loyalty programme.
• Analytically minded you find it enjoyable not just tolerable to work with numbers and performance data.
• Confident building relationships across the business you proactively reach out to stakeholders even outside your immediate team.
• Proactive and self-directed you take initiative ask questions when needed and dont wait to be told what to do.

The Company is an equal employment opportunity employer. The Companys policy is not to unlawfully discriminate against any applicant or employee on the basis of race color sex sexual orientation gender identity religion national origin age military status disability genetic information or any other consideration made unlawful by applicable federal state or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

At Capri Holdings Limited we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process please contact our Talent Acquisition team at