Director Of CRM

Summary

The Director of CRM leads customer insights, clienteling strategy and execution across channels including brick-and-mortar, e-commerce and client services. This role develops and implements CRM campaigns and programs across the customer lifecycle, leveraging data and cross-functional collaboration to drive acquisition, retention and clienteling KPIs. The leader reports to the VP of Omnichannel and Supply Chain and supports growth across the Americas.

Responsibilities

• Own integrity and usability of customer data and manage deduplication and reassignments
• Track database performance and reporting using Salesforce and Power BI and oversee CRM Specialist reporting
• Develop and drive CRM strategy and campaign calendar across channels and audiences
• Launch targeted audiences and communication assets for one-to-many and one-to-one campaigns
• Create presentations and training for executives and retail teams to enable adoption
• Lead training and monitor usage of CRM tools, collecting store feedback for improvement
• Partner with regional retail teams to mentor underperforming stores and implement action plans
• Collaborate with Omnichannel heads to identify technology innovations and new concepts

Requirements

• Minimum 9 years of experience in CRM and analytics, luxury retail preferred
• BA or equivalent preferred
• Deep understanding of CRM, clienteling and omnichannel needs in luxury retail
• Proficiency in BI tools and analytics including Excel macros, Power BI, Power Query and SQL
• Strong presentation, written and interpersonal skills with attention to detail
• Ability to turn data into insights and lead cross-functional execution
• Flexible availability including some nights and weekends and ability to work hybrid
• Ability to lift up to 10lbs and foreign language skills a plus