No longer accepting applications

CRM Manager

Posted 11 months ago
New York
Market: NY - New York
Industry Segment: Luxury Fashion, Luxury Menswear
Category: Client Development
Seniority: Manager
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 Manager
Christian Dior
New York
Luxury Fashion, Luxury Menswear
Full time
Posted 11 months 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

Job Purpose:

The CRM Manager will be responsible for crafting, implementing, and analyzing Dior’s Clienteling programs to support the business. The candidate will be responsible for the department’s training and communication with retail boutiques, including hosting bi-weekly and monthly business review and training calls. The individual will partner closely with stakeholders from Retail Communications, Training, E-commerce, Merchandising, It, Events, PR, and the Central CRM team.


Tasks and responsibilities:

Client Programs

  • Coordinate all boutique level Clienteling programs and implement strategies outlined by Central CRM including Client Growth Strategies, Capture, Retention initiatives, etc.
  • Oversee all E-Clienteling programs in partnership with the local Call Center and E-commerce teams such as: Identifying Outreach Opportunities and Gifting Strategies, Decreasing Return Rate, Increasing Repeat Shoppers, etc.
  • Efficiently prioritize execution of project to meet deadlines and set objectives
  • Proactively manage the project roadmaps and suggest initiatives to improve the CRM programs
  • Manage the ambassadors’ program by hosting bi-weekly calls, development deck and managing lesson plans

Applications, systems & tools

  • Oversee adoption and training of internal Clienteling applications across all retail teams
  • Partner cross-functionally to collect needs and best practices and outline prioritizes for app development roadmap
  • Partner with Central CRM & It to lead evolution pilot programs and change management for system updates
  • Partner with local and Central It team to troubleshoot and investigate technical issues


  • Lead the department’s communication for the retail teams
  • Build and maintain strong partnerships with other departments and cross functional partners to facilitate Clienteling topics across multiple communication channels
  • Facilitate CRM actions and communications for retail store openings / closure in partnership with the local Events and Central CRM teams

Onboarding & training

  • Develop training roadmap and guides for all Clienteling tools and systems
  • Partner with Retail Training and Retail Communications to facilitate new hire trainings across all boutiques for retail managers and sellers
  • Hold regular monthly retail onboarding calls for new hires and ad hoc calls for store openings
  • Host bi-weekly retail training refreshers to further develop the team’s clienteling mentality

Additional Information

Skills and competencies:

  • Strong project management skills with ability to follow-through and prioritize (able to lead multiple projects simultaneously and meet deadlines)
  • Excellent organizational skills with attention to detail
  • Outstanding communication skills, verbal and written (strong interpersonal skills)
  • Strong analytical skills
  • Ability to make autonomous decisions in a timely manner
  • Ability to demonstrate patience


  • Bachelor’s Degree in Business, Marketing, or related field
  • 3-5 years of experience in a relevant position in CRM/Marketing/Ecommerce
  • Experience in clienteling, developing/executing initiatives/adopting internal Clienteling Applications and systems
  • Experience presenting in large groups and developing presentation materials
  • Experience working with client data, understanding KPIs and running reports
  • Knowledge of current best practices in the industry
  • Experience is luxury retail a plus
  • Experience with Salesforce, Sql, Adobe, Google Analytics a plus

About Christian Dior

Christian Dior was the designer of dreams. In founding his House in 1947, marked by the revolution of the New Look, he metamorphosed his reveries into wonderful creations. His visionary spirit never ceased to make Clients all over the world feel more beautiful, an inspiration for his successors to this day.

Christian Dior Couture, the House of Dreams, is recognized for its French heritage & vibrant culture sublimating its unique Savoir-faire and Creativity through empowering “metiers d’art”. Our Maison is a destination for sustainable growth & success where we shape the future of our Talents in a positive, authentic & generous environment. We bloom & deliver excellence with passion, determination, courage & optimism to offer meaningful & daring codes.

Rich in exceptional heritage, with a community of more than 8.000 talents, our House embodies Christian Dior’s “House of Talents” today more than ever.