Global CRM Manager

LIFE AT HUNKEMÖLLER

Global CRM Manager

• 40 uur

Global CRM Manager

• Hilversum

• Ecomm

• Netherlands

• 40 uur

Global CRM Manager

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.

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.

Strategy & Proposition Development

• 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 l ocalization: Use Bloomreach Engage to personalize and l ocalize and adapt CRM initiatives (campaigns, loyalty mechanics).

Lifecycle & Campaign Execution

• 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.

Leadership, Insights & Optimization

• 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.

• 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.

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.

Strategy & Proposition Development

• 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 l ocalization: Use Bloomreach Engage to personalize and l ocalize and adapt CRM initiatives (campaigns, loyalty mechanics).

Lifecycle & Campaign Execution

• 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.

Leadership, Insights & Optimization

• 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.

• 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.

WE OFFER YOU

You will get 25 holidays per annum, based on a fulltime role.

BUY & SELL DAYS

Every year in April, you will be eligible to buy or sell additional vacation days.

Benefit from the flexibility of working from home, ensuring you can maintain productivity from anywhere. We have a 60:40 policy based on your working hours.

Continuous learning opportunities and professional growth are supported through various training programs and workshops.

Our products are much loved with our employees. As part of the brand, you will receive a discount of 25% on all Hunkemoller products. On some Mondays we have an additional sale on our newest collections. On top of the 25% discount, you will receive an additional 25 - 35% discount.

WORK FROM ABROAD

Get the opportunity to work from abroad for up to 2 weeks!

WE OFFER YOU

Benefit from the flexibility of working from home, ensuring you can maintain productivity from anywhere. We have a 60:40 policy based on your working hours.

BUY & SELL DAYS

Every year in April, you will be eligible to buy or sell additional vacation days.

Continuous learning opportunities and professional growth are supported through various training programs and workshops.

You will get 25 holidays per annum, based on a fulltime role.

Our products are much loved with our employees. As part of the brand, you will receive a discount of 25% on all Hunkemoller products. On some Mondays we have an additional sale on our newest collections. On top of the 25% discount, you will receive an additional 25 - 35% discount.

WORK FROM ABROAD

Get the opportunity to work from abroad for up to 2 weeks!

THE JOURNEY TO YOUR DREAM JOB

Welcome to Hunkemöller - You'll sign your digital contract and are ready to start.