Burberry Customer Operations Project Manager

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.

PURPOSE

The Customer Operations Project Manager is responsible for ensuring Customer Marketing and CRM plans are delivered smoothly, efficiently, and to the highest standard. This role drives production excellence, oversees day-to-day execution, and acts as the operational link between Customer Marketing, Creative and external partners.

You'll act as the Customer Marketing PM and manage the delivery of our Customer Marketing emails, Email journeys, other 1:Many campaigns and content across 1:Many and lifecycle streams, optimise ways of working. You will play a key role in leading the transition to external production support, ensuring business continuity and leading the definition of new ways of working. It's a role for someone who thrives in the details, removes roadblocks, and keeps teams moving in sync; all while helping ensure the customer experience lands beautifully every time.

KEY REPONSIBILITIES

Operational Delivery & Workflow Leadership

• Manage the day-to-day operational execution of Customer Marketing and CRM initiatives across email, messaging and lifecycle journeys.
• Ensure teams have clarity on briefs, requirements, timings and responsibilities.
• Plan, allocate and manage resource (internal and external), balancing multiple streams of work.
• Monitor work in progress, flag risks early and drive resolution through clear communication and alignment.

External Partner & Vendor Enablement

• Lead the migration to external production support, creating clear plans, workflows and ways of working with the broader Email marketing team (in. Copy, design and merch)
• Serve as day-to-day contact for email production agencies, monitoring quality, deadlines and efficiency.
• Escalate delivery risks and troubleshooting needs in partnership with internal and external stakeholders.
• Build strong relationships that help scale production capacity without compromising customer experience.

Projects & Content Management

• Partner with Martech, Digital and Tech PMs to align sequences, dependencies and platform readiness and ensure timely delivery of Email and content for CRM projects.
• Support Customer marketing team in the submission of Customer content briefs and partner with Creative PM teams to ensure content is tracked correctly, delivered in the agreed timelines and escalate blockers quickly.

Stakeholder & Cross-Functional Collaboration

• Act as the operational bridge between Customer Marketing, Creative teams, Merchandising, Regions, CRM Orchestration, Martech,.
• Ensure alignment and transparency across contributors at every stage of planning and delivery.
• Encourage constructive partnership and shared ownership in delivering customer-focused outcomes.

Ways of Working & Continuous Improvement

• Champion operational excellence, identifying opportunities to streamline processes, tools and communication loops.
• Develop documentation, ways-of-working guides and repeatable frameworks for campaign and journey delivery.
• Support capability uplift across the team by coaching coordinators and embedding better habits and practices.
• Drive behaviours that support scale, reliability, collaboration and calm, confident delivery.

PERSON PROFILE

• Experience working in project management for CRM Email or digital marketing in a fast-moving environment
• Strong understanding of content pipelines, platform production and cross-channel delivery
• Proven experience managing multiple tight deadlines, priorities and dependencies across multiple workstreams.
• Confident communicator, comfortable synthesising complexity into clarity
• Highly organised, with strong problem-solving instincts and a bias for action
• Collaborative, calm under pressure and able to motivate teams through ambiguity
• Asana experience preferable