Crm Manager, Americas

Summary

First dedicated CRM hire for the Americas based in Midtown New York City responsible for developing regional CRM strategy, customer segmentation, and data driven initiatives to grow retail customer lifetime value and engagement. This role partners with global CRM in Milan and regional teams including retail, e-commerce, marketing and leadership to enhance the end to end client journey. The CRM Manager will own analytics, campaign execution, and clienteling support to drive retention and incremental revenue.

Responsibilities

• Develop and execute regional CRM strategy aligned with global brand objectives
• Define and manage the client lifecycle from acquisition to retention and advocacy
• Segment clients by value behavior and preferences to enable personalized engagement
• Plan and execute CRM driven campaigns across email direct mail and one to one channels
• Support boutiques and client advisors with insights client profiles and targeted outreach tools
• Track KPIs including engagement repeat rate churn and customer lifetime value
• Own analysis and interpretation of CRM and client data and provide recommendations
• Maintain data integrity governance and enrichment within the CRM platform
• Collaborate cross functionally with e-commerce marketing retail IT and global teams

Requirements

• 5 years of CRM clienteling or loyalty experience preferably within luxury jewelry watches or fashion
• Proven experience managing CRM platforms such as Salesforce or Microsoft Dynamics
• Strong understanding of luxury client behavior and high net worth clientele
• Ability to translate data into client centric strategies and actionable insights
• Experience working with regional or international markets and global headquarters
• Highly analytical with discretion and strong attention to detail
• Exceptional written and verbal communication skills
• Strategic thinker with a hands on entrepreneurial mindset