CRM Manager – Luxury Timepieces (Corporate Office)

The CRM Manager should be strategic in achieving our client retention, client acquisition and client evolution KPIs through maximizing the capabilities of our current systems in addition to supporting the roll-out of a new CRM platform throughout our store network.

Profile

Main Competences

• Partner with HQ Team to provide robust client data reporting, required by store managers throughout the region.
• Analyze CRM reports to identify opportunities throughout regions.
• Monitor & Summarize CRM KPIs for the US and by each individual store.
• Distill monthly CRM reports to identify trends and insights related to marketing strategies/activities to share with the corporate team and the Store Managers.
• Communicate with Store Managers to understand challenges per market; develop recommendations and tools to support retail business.
• Program seasonal schedule of e-blast deployment/Manage reporting on effectiveness and ROI on all client campaigns (Direct Mail, email, events, partnerships, etc.)
• Daily management of customer database; development of in-depth customer profiles, client merging, client reassignments.
• Oversee CRM gifting initiatives/budgets and private client relations activities/budgets.
• Support the Head of Retail/Operations Director with Private Client Experiences.
• Work closely with Events Manager to segment client base effectively for store events, and create relevant phone/email scripts for Boutiques.
• Customize targeted client lists; lead campaign management initiatives, and pull ad hoc reports to fulfill Store Manager Requests.
• Develop new training materials and travel to conduct in-store CRM trainings.
• Provide support on upcoming CRM platform across the retail network.
• Formulate recommendations for tool optimization and develop strategies to leverage the business needs as it relates to CRM.

Qualifications

• 2-4 years of experience working with CRM; preferably in Luxury Retail.
• Experience using CRM software (Microsoft Dynamics).
• Proficiency Microsoft Excel/Access.

Professional requirements

Required Skills

• 5+ years of corporate or retail operations.
• Ability to travel 50%, to help facilitate trainings.
• Strong written communication skills required.
• Experience working closely with senior level executives.
• Understanding of the reality of the Retail environment.
• Ability to perform well in a team environment and manage multiple deadline-driven projects.
• Must be flexible and solution-oriented with excellent time management and organizational skills and the ability to multitask.
• Excellent computer skills, including proficiency with Office (Word, PowerPoint and Excel) as well as flexibility with similar alternative programs.
• Ability to process a vast amount of information and understand and prioritize competing business needs.
• Strong personal work ethic.
• Flexible personality and quick learner who operates with a sense of urgency.