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About the Role

MR PORTER is seeking a talented Customer Retention Manager to shape how we connect with our audience, deepen loyalty, and drive engagement across every touchpoint. This role is an opportunity to make a real impact in a fast-paced, innovative environment for someone passionate about luxury fashion, data-driven marketing, and creating meaningful customer journeys.

Responsibilities

• Partner with the Head of Customer to define and optimize channel communication, ensuring alignment with business objectives and channel goals.
• Develop sophisticated segmentation strategies across digital and offline touchpoints to increase engagement and drive sales.
• Design intelligent, data-driven lifecycle journeys for key moments, including first purchase, gifting, win-back, and life celebrations.
• Manage the weekly newsletter and push notification calendar, leveraging insights to drive growth and ensure clear communication with CRM and production teams.
• Collaborate with Brand and Creative teams to redefine email content strategy, focusing on personalized, customer-centric campaigns.
• Optimize and expand the MR PORTER Loyalty Rewards program to increase repeat purchases and long-term engagement.
• Translate insights from client-facing teams into scalable digital initiatives that maintain intimacy while broadening reach.
• Partner with Martech, Growth, and Analytics teams to ensure the technology stack supports CRM and Loyalty strategies.
• Lead and nurture creative relationships to deliver channel-specific, best-practice CRM content.
• Analyze customer performance metrics to guide email, push, and rewards strategies.
• Support regional initiatives and align priorities with cross-functional teams, including Buying, Brand and Creative, UX/Tech, and Operations.

Requirements

• Minimum 4 years’ experience in a similar role within luxury, fashion, or premium retail.
• Advanced expertise in Customer Marketing Channels, with strong skills in audience segmentation and personalized communication strategies.
• Proficient in analytics tools such as Google Analytics or Tableau.
• Detail-oriented, deadline-driven, and capable of managing multiple priorities simultaneously.
• Excellent communicator with the ability to present complex initiatives clearly and confidently to senior stakeholders.
• Collaborative mindset, able to build strong relationships across teams.
• Creative flair with the ability to generate innovative ideas and projects.
• Highly organized, adaptable, and able to thrive in a fast-paced, dynamic environment.

Skills

• Customer Marketing Channels
• Audience Segmentation
• Personalized Communication Strategies
• Google Analytics
• Tableau
• CRM
• Loyalty Programs

Location

• Shepherd's Bush

Work Type

• Hybrid
• 4 days in office

Experience Level

• Mid-Senior level

Benefits

• Performance bonus schemes
• Pension contributions
• Discount portal for theme park and cinema tickets
• Staff discount
• Exclusive staff sales
• Private healthcare
• Flexible working

About the Company

• MR PORTER is the men’s luxury style destination, offering a curated assortment of fashion, fine watches, grooming, and lifestyle products from coveted designers.
• MR PORTER creates unique experiences for its EIPs with first access to products, a dedicated personal shopper, and invitation-only benefits.
• Through content, it provides expert styling advice, immersive storytelling, and profiles inspiring men, places, and products.
• Consciously Crafted is its responsible product curation supporting conscious consumerism.
• MR PORTER Health In Mind, in partnership with Movember, raises awareness of men’s mental and physical health.
• MR PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.
• LuxExperience is the leading digital, multi-brand luxury group and the online shopping destination for luxury enthusiasts worldwide — home to Mytheresa, NET-A-PORTER, MR PORTER, and YOOX.

Equal Opportunity

• LuxExperience is an equal opportunities employer, encouraging people with diverse backgrounds to apply.
• We recognize and celebrate the benefits that diversity brings to our workplace, our business, and our customers.
• We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
• If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.