CRM Manager - Luxury Tech & Fine Wine Platform

CRM Manager - Luxury Tech & Fine Wine Platform
London (Mayfair HQ) | Hybrid (3 days a week) | Up to 60,000 + bonus + benefits

We're partnering with a luxury tech brand that's redefining how collectors around the world buy, sell, insure, and manage fine wine and spirits - a 200bn global asset class that's only just beginning to be digitised.

This is a high-growth business at the intersection of technology, luxury, and investment , backed by a passionate leadership team and supported by an expanding base of ultra-high-net-worth clients and collectors. Having established themselves as an innovator in the fine wine ecosystem, they're now entering a new phase of international scale - building a truly world-class digital infrastructure to support their growth.

They're now hiring a CRM Manager to take ownership of that journey - shaping the data, tools, and processes that will transform how the brand connects with customers.

What you'll be doing

This is both a strategic and hands-on role , ideal for someone who loves building order from complexity and can bridge marketing, data, and technology.

Your first mission will be to review and optimise the current CRM environment (HubSpot) - identifying inefficiencies, gaps, and opportunities. The system has evolved quickly and now resembles a house of cards of plug-ins and workarounds. You'll lead the full audit, define what great looks like, and guide the business toward the right long-term platform - whether that's Salesforce, Salesforce Marketing Cloud, or another best-in-class solution .

Once implemented, you'll take full ownership of CRM strategy - designing customer journeys that nurture relationships, increase engagement, and drive retention. You'll build the foundation for lifecycle marketing at scale: intelligent segmentation, automation, reporting, and personalised communication that enhances customer experience and long-term value.

You'll collaborate closely with Growth, Product, Brand, and Operations teams to make sure every touchpoint - from onboarding to reactivation - is powered by data and insight.

Your impact

* Transform a fragmented CRM into a unified, future-ready system that scales globally.
* Build data-driven lifecycle journeys that increase engagement, retention, and repeat spend.
* Design segmentation and automation that delivers truly personalised customer experiences.
* Create reporting frameworks that tie CRM activity directly to revenue and customer lifetime value.
* Introduce a test-and-learn culture - using insight to continually refine and improve performance.

What you'll bring

Proven CRM experience within digital, luxury, ecommerce, or marketplace businesses .
Deep technical understanding of HubSpot, Salesforce, or Salesforce Marketing Cloud .
Strong background in data structure design, workflow automation, and lifecycle mapping .
Analytical mindset - comfortable using insights to drive decisions and measure success.
Collaborative approach, working seamlessly with technical and non-technical teams.
A balance of strategic thinking and hands-on delivery - equally comfortable auditing systems and building journeys.
Passion for innovation, customer experience, and creating long-term value through smart technology.

Why this role

This is a rare opportunity to shape the CRM foundation of a next-generation luxury platform - one with the scale and ambition to disrupt a global industry. You'll influence technology choices, architecture, and processes from the ground up, creating the blueprint for how this brand engages its audience for years to come.

If you're ready to take the lead in transforming customer relationships for one of the most exciting names in luxury tech and fine wine , we'd love to hear from you.

Apply now to join a business where luxury meets innovation , and play a defining role in building the digital future of a global collector community.

Desired Skills and Experience

Skills Summary:
CRM Strategy Customer Lifecycle Marketing Marketing Automation CRM Platform Migration Salesforce Salesforce Marketing Cloud HubSpot Data Architecture Workflow Automation Customer Journey Mapping Retention Marketing Loyalty & Engagement Programs Segmentation & Personalisation Email Marketing Data-Driven Marketing Performance Analysis Reporting & Attribution Stakeholder Management Digital Transformation Process Optimisation Technical Implementation Luxury & Lifestyle Marketing Marketplace Platforms Martech Stack Evaluation Customer Experience (CX) Design Cross-Functional Collaboration CRM Governance A/B Testing KPI Frameworks Growth Marketing

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