INTRODUCTION
At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.
We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.
Job Purpose
This is a pivotal role at the heart of Burberry's customer transformation. With the successful migration to Braze and the implementation of HighTouch, the foundations are in place. The next chapter is about evolving from channel-led execution to true customer orchestration, delivering connected, relevant and seamless experiences across CRM, Burberry.com and retail touchpoints.
As Senior Manager, CRM Orchestration, you will lead the evolution of our orchestration strategy across One-to-Many and One-to-One communications. Working closely with Customer Marketing, Martech, Data, Digital, Retail and the wider Customer team, you will shape how we engage customers in a way that is insight-led, intentional and distinctly Burberry.
Sitting at the intersection of strategy, technology and customer experience, this role calls for strong CRM expertise, a collaborative mindset and the ability to influence and inspire across a complex, global organisation.
Responsibilities
Orchestration Strategy
- Lead the evolution of how customer communications are orchestrated across campaigns, journeys and service communications