Head of Global Consumer Experience & Insights

We're on the lookout for individuals who are passionate about fashion, think outside the box, and have an eye for innovation.
Unleash your potential with us, and join us as we create joy and excitement in our global community to empower people to express themselves freely through fashion.

Are you a visionary leader ready to redefine the global consumer journey for a leading fashion brand?

As the Head of Global Consumer Experience & Insights, you will define and elevate how our consumers experience the Charles & Keith brand across every touchpoint, both online and offline, on a global scale. Sitting at the critical intersection of CRM, consumer insights, brand experience, and omnichannel engagement, this executive role will lead the development of a deeply consumer-centric ecosystem that drives engagement, loyalty, and long-term value worldwide.

You will champion innovative thinking, transforming complex data and global insights into meaningful, memorable experiences—from highly personalized CRM journeys to immersive pop-ups and exclusive retail collaborations. This is a unique opportunity to shape the future of consumer engagement for a rapidly expanding global fashion powerhouse.

• Lead the Global Vision: Architect and execute the overarching consumer experience strategy to ensure a seamless, rewarding, and premium brand experience from digital platforms to physical environments worldwide.
• Ensure Global Consistency: Maintain unwavering brand consistency across all consumer-facing channels, regardless of market or medium.
• Drive Continuous Improvement: Proactively identify opportunities to enhance the global consumer journey, driving deeper engagement, higher conversion rates, and lasting loyalty.

• Master the Lifecycle: Develop and execute sophisticated CRM and loyalty program strategies designed to drive acquisition, engagement, retention, and maximize customer lifetime value on a global scale.
• Precision Targeting: Design advanced consumer segmentation models to identify key target groups and deliver highly personalized, targeted communications across diverse international markets.
• Innovate Loyalty: Develop and manage comprehensive loyalty programs, defining compelling value propositions, tier structures, rewards, and engaging mechanics that resonate globally.
• Execute Multi-Channel Campaigns: Orchestrate impactful CRM campaigns across all channels (social media, business messaging, app, email, SMS etc.) to nurture relationships and reward our most loyal global customers.
• Re-engage and Win Back: Implement strategic customer win-back campaigns and initiatives to effectively re-engage inactive segments.
• Data-Driven Personalization: Utilize deep consumer segmentation and data insights to tailor loyalty program communications and offers, ensuring maximum relevance and impact.
• Iterate and Improve: Leverage continuous consumer feedback and insights to identify areas for improvement and implement necessary changes swiftly and effectively.

• Global Market Intelligence: Conduct rigorous competitor and market analysis to identify strategic opportunities for differentiation and accelerated growth in key global markets.
• Understand the Consumer: Analyze complex consumer behavior, preferences, personas, and purchase patterns utilizing advanced CRM and data analytics tools.
• Anticipate Trends: Identify emerging trends, opportunities, and challenges to continuously enhance consumer segmentation and targeting strategies globally.

• Establish the Framework: Build robust measurement frameworks to meticulously track performance across all global touchpoints. Understand which channels drive incremental business impact.
• Measure Success: Track and report on critical metrics, including ROAS, brand & conversion KPIs, consumer acquisition cost, retention rates, lifetime value.
• Monitor Loyalty ROI: Closely monitor key loyalty program metrics, such as active member acquisition rate, redemption rate, program engagement, Net Promoter Score (NPS), and overall Loyalty ROI.
• Translate Data to Action: Transform complex data insights into clear, actionable strategic recommendations for the broader executive team.

• Inspire Excellence: Lead, inspire, and develop a high-performing team, building their capabilities in advanced data analytics, consumer insights, and omnichannel experience design.
• Foster Innovation: Cultivate a dynamic culture of innovation, continuous learning, and deeply consumer-centric thinking within the team and across the organization.

• Extensive Experience: Minimum of 10 years of progressive leadership experience in CRM, consumer experience, loyalty programs, or consumer insights, ideally within the global fashion, retail, or ecommerce industries.
• Proven Track Record: Demonstrated success in managing complex CRM systems and large-scale loyalty programs on an international level.
• Deep Expertise: Strong, comprehensive understanding of the consumer lifecycle, advanced CRM principles, and modern loyalty program mechanics.
• Technical Proficiency: High proficiency in leading CRM platforms, marketing automation tools, and advanced data analytics.
• Analytical Mastery: Solid analytical skills with the proven ability to derive actionable insights from complex consumer data and apply them strategically to CRM and loyalty initiatives.
• Segmentation Strategy: Extensive experience in sophisticated consumer segmentation, targeted marketing campaigns, and loyalty marketing execution.
• Results-Oriented: A strong, results-oriented mindset with a relentless focus on driving consumer engagement, satisfaction, and measurable ROI
• Compliance Knowledge: Deep knowledge of global privacy regulations (e.g., GDPR, PDPA) and best practices related to CRM, consumer data management, and loyalty program administration.

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