Global CRM Manager

Hunkemöller•Deerfield, IL

About The Position

Purpose of the Role You will own and lead the global CRM and Loyalty strategy across all European markets. Your primary mission is to drive sustainable Customer Lifetime Value, Retention, and Conversion by creating exceptional, personalized, and consistent customer experiences across all touchpoints (online, instore, and mobile). You will be responsible for defining the strategic roadmap, ensuring seamless execution across all channels, and building, coaching, and mentoring a high-performing CRM team. Hunkemöller has become a much-loved, social & inclusive brand; the leading Omni Channel Retailer in Europe and still rapidly expanding. To continue & support our success story, we are looking for an experienced Global CRM Manager who loves data, is customer centric and really is a driving force in optimizing lifetime value. Hunkemöller’s mission is to be a much loved, social and inclusive brand - powered by our people. We have over 900 stores in 15 countries and we are growing. Our plans to expand both in Europe and beyond provide exceptional opportunities for those with a passion for retail. Indeed, passion is one our six values: fun, inclusive, passionate, sexy, in-touch and inspiring. These values drive all we do and together with our growing commitment to the well-being of people, planet and communities, we are building a brand aligned to the demands of our global customers and those that work with us. Our USPs are many however, at the heart of what makes us special is a commitment to World-Class service, whatever the channel and wherever the store. This commitment extends to how we work with each other and creating a World-Class working environment. Hunkemöller is certified TOP EMPLOYER of the Netherlands (for the third time in a row) & Germany 2020, which underlines our people initiatives and achievements.

Requirements

Experience: Minimum 7+ years of progressive experience in CRM and Loyalty, preferably within the premium retail, fashion, or e-commerce sector, including multi-market or global responsibility.
Team Leadership: Proven track record of successfully managing, coaching, and mentoring a team of direct reports.
Technical Proficiency: Deep understanding and hands-on experience with enterprise CRM/Marketing Automation platforms (e.g., Bloomreach Engage). Preferred if also knows New Black EVA.
Data & Analytics: Strong analytical skills; ability to translate complex customer data into actionable strategies, generate insights, and optimize campaign performance.
Mindset: Highly organized, excellent project management skills, and a strong Omnichannel mindset able to design consistent customer experiences across online/offline touchpoints.
Collaboration: Excellent communication skills and proven ability to manage senior stakeholders and liaise effectively with cross-functional teams (Retail, Digital, IT, Buying, Analytics).
Affinity: Passion and affinity for fashion and retail dynamics (seasonal cycles, brand identity).
Language: Fluency in English (written and spoken) is required. Fluency in other European languages is a significant plus.

Responsibilities

Global CRM & Loyalty Strategy: Define and execute the multi-market CRM strategy (communication & loyalty) covering the entire customer lifecycle (acquisition, retention, reactivation).
Loyalty Program Ownership: Translate customer insights, our developed digital north star and industry trends into relevant, compelling loyalty propositions that drive membership growth, engagement, frequency, and conversion.
Personalization and localization: Use Bloomreach Engage to personalize and localize and adapt CRM initiatives (campaigns, loyalty mechanics).
Lifecycle Management: Own key automated customer journeys (welcome, win-back, VIP, loyalty) and ensure they are personalized, timely, and impactful across all channels (online and in-store).
Multi-Channel Execution: Design and deliver sophisticated multitouch CRM campaigns (email, app, SMS, push, instore communications) that drive traffic and commercial results.
Data Health & Compliance: Manage segmentation, behavioral profiling, data quality, and database growth. Oversee compliance with data privacy regulations (e.g., GDPR) across all markets.
Team Leadership: Lead, coach, and mentor the CRM/Loyalty team members (marketers, email specialists, data analysts), driving performance, effective workflows, and continuous improvement.
Reporting & Insights: Define and track core KPIs (LTV, Retention Rate, Frequency, Churn, AOV). Conduct rigorous A/B testing and campaign optimization, generating actionable insights for senior stakeholders.
Budget Ownership: Define, allocate, and monitor the CRM budget, ensuring a clear and measurable ROI for all initiatives.
Innovation: Continuously track new CRM technologies, customer behavior trends, and competitor activities to maintain Hunkemöller’s leadership in customer engagement.