Senior Manager, CRM Orchestration

Responsibilities

• Lead the evolution of customer orchestration strategy, shifting from channel-led execution to lifecycle-led thinking
• Define orchestration principles across contact strategy, sequencing, and channel roles to create connected digital and retail experiences
• Design and optimize lifecycle journeys across acquisition, onboarding, engagement, and retention
• Champion the innovative use of Braze, HighTouch, and the wider CRM ecosystem to enhance audience activation and triggers
• Act as a cross-functional connector between Customer Marketing, Martech, Data, Digital, Creative, and Retail teams
• Lead, coach, and develop a team of CRM specialists and strategists to translate vision into executable plans

Requirements

• Strong experience in CRM, lifecycle marketing, or customer orchestration roles
• Solid working knowledge of Braze, HighTouch, or similar CRM and data activation platforms
• Proven experience designing multi-channel customer journeys and personalization strategies
• Experience leading, coaching, and developing high-performing teams
• Ability to influence and manage stakeholders within a complex, global environment
• A strong appreciation for brand storytelling and customer experience, ideally within luxury or fashion retail

About the Company

Burberry is a purposeful, values-driven luxury brand that believes creativity opens spaces. Since its founding in 1856, Burberry has worked to unlock the power of imagination to push boundaries and create new possibilities for customers and communities worldwide.