Summary
Lead the development and execution of CRM strategies across North America to strengthen client relationships, elevate customer experience, and support business growth. Oversee CRM campaign management, client insights, reporting, database quality, and performance tracking while partnering with regional and global stakeholders. Translate customer data into actionable recommendations to drive personalized, omnichannel client engagement for a luxury fashion house.
Responsibilities
- Define and execute regional CRM strategies and seasonal action plans aligned with business priorities.
- Create, deploy, and analyze CRM campaigns across online and offline channels to measure effectiveness and ROI.
- Drive client recruitment, retention, engagement, and reactivation initiatives through targeted, data-informed actions.
- Develop and maintain recurring and ad hoc dashboards and reports on client segmentation, acquisition, retention, and campaign performance.
- Ensure database quality by partnering with stores and cross-functional teams to improve data capture, enrichment, and maintenance.
- Conduct deep-dive analyses, performance tracking, and benchmarking to identify trends and opportunities.
- Collaborate with Retail, Marketing, Communications, Operations, and HQ to align CRM priorities and support coordinated execution.
Requirements
- Bachelor’s degree in Marketing, Business, Data Analytics, or equivalent experience.
- Minimum 5 years of experience in CRM, customer management, data analysis, or similar roles, preferably in luxury, fashion, or retail.
- Strong analytical skills and proficiency with Microsoft Office, especially Excel; experience with SQL, Tableau, Power BI, Python/R is a plus.
- Experience with CRM platforms such as Salesforce or SAP CRM and reporting tools.
- Excellent communication and project management skills with the ability to translate data into actionable insights for non-technical audiences.
- Customer-centric mindset and strong understanding of luxury brand standards; fluency in English required, French a plus.
