CRM Specialist – HQ

Posted 5 days ago
New York
Market: NY - New York
Industry Segment: Luxury Fashion, Luxury Menswear
Category: Customer Service
Seniority: Associate
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

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CRM Specialist – HQ
New York
Luxury Fashion, Luxury Menswear
Full time
Posted 5 days ago

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description


Reporting to the Manager of CRM, the CRM Specialist will have the opportunity to impact our day-to-day campaigns in the digital and retail space. By embracing the Omnichannel approach, they will be a champion across corporate and retail partners to lead the roll out and adoption of campaigns to develop client relationships and repeat purchases across channels.

They have a keen interest in problem solving, a background in campaign management, customer segmentation, analytics, and cross-functional effectiveness. Ideal competences include a strong understanding of clienteling, mass communication, and gifting campaigns.

The role will require a mix of strategic planning, critical thinking, and ability to complete and assess the performance of individual CRM programs. The ideal candidate will have experience in both the tactical and strategic elements of CRM. They will partner with various cross functional teams to understand their individual objectives as it relates to CRM and synthesize them into an overall program.

Crucial duties & responsibilities:

Database Management:

  • Responsible for handling the integrity of our customer data through reviewing duplications and client reassignments.
  • Track database performance through critical metric management and reporting using Salesforce and Power BI.
  • Opportunity to assist manager in identifying business opportunities to increase value per client, acquisition, and retention. Tell story behind the data to drive concrete insights that can be shared via effective presentations with non-technical stakeholders, so they can implement more effectively.

Campaign Management:

Monthly Client Communication Priorities:

  • In partnership with Merchandising, Marketing, E-Commerce, and CRM headquarters, develop a comprehensive campaign calendar that supports product priorities and includes one-to-many (e-mail campaigns) and one-to-one (CRM campaigns).
  • Complete and supervise performance of the campaign calendar by extracting and launching targeted lists and leading the production and delivery of other clienteling resources (including client communication templates, catalogues, and gifting).
  • Communicate opportunities that will contribute to improvement for stores to benefit from CRM campaigns.
  • Participate in training of novel tools and CRM programs that will directly contribute to sales and dedication growth and supervise adoption and performance across store fleet.
  • Assist with seasonal outreach opportunities that will contribute to client dedication and development.

Campaign/Clienteling Support:

  • Develop effective presentations and training materials for key campaigns, novel tools or CRM programs for store teams and Client Services, which are practical, easy to follow, engaging and measurable.
  • Partner with regional teams to mentor and develop store teams that are underperforming on critical metrics/campaigns and develop action plans with measurable results.
  • Maintain constant feedback with the CRM Headquarters team on clienteling applications, campaign calendars, and reporting capabilities, following up on troubleshooting and improvement requests.

Additional Information


  • Minimum 3 years of CRM experience in fashion or retail with consistent track record of developing and leading retention programs.
  • Bachelor’s Degree, preferred.
  • Intermediate experience with Google Analytics.
  • Excellent verbal and written communication skills with outstanding attention to detail.
  • Proficient in all MS Office programs, sophisticated excel skills.
  • Ability to lead multiple projects in tandem with moving targeted dates. Ability to work optimally with multiple business functions and influence partners.
  • Highly organized, proactive, and resourceful with strong communication and interpersonal skills.
  • Analytic & creative problem solver with ability to mix quantitative data with qualitative insights.
  • An appetite to learn and remain curious.
  • Flexible availability: some nights and weekends depending on business needs. Available to work hybrid from office and work from home.
  • Ability to lift boxes / weight up to 10lbs.
  • Foreign language skill a plus.

About Fendi

The house of FENDI was established by Adele and Edoardo Fendi in Rome in 1925. The opening of the first FENDI boutique – a handbag shop and fur workshop followed. Soon winning international acclaim, FENDI emerged as a brand renowned for its elegance, craftsmanship, innovation and style.

The collaboration with the late Karl Lagerfeld began back in 1965 and lasted 54 years, in 1992 Silvia Venturini Fendi seconded him in the Artistic Direction. In 1994 she is given responsibility of Leather Goods Accessories and then the direction of the Menswear line. In 2000 the LVMH Group acquires FENDI becoming in 2001 its majority shareholder.

In September 2020 Kim Jones is appointed Artistic Director of Couture and Womenswear, while Delfina Delettrez Fendi, fourth generation of the Fendi family, joins the Maison as Artistic Director of Jewelry.

Today FENDI is synonymous with quality, tradition, experimentation and creativity.