Director Of CRM

Summary

The Director of CRM leads customer insights clienteling strategy and execution across channels for the Americas region, owning CRM campaign development implementation and adoption to drive acquisition retention and clienteling KPIs. This role requires strategic planning analytical skills and cross functional collaboration with retail e-commerce and corporate partners to enhance the omnichannel client experience.

Responsibilities

• Own integrity and usability of customer data including deduplication and reassignment processes
• Track database performance and report on critical metrics using Salesforce and Power BI
• Develop and execute CRM campaign calendar including one to many and one to one communications
• Define targeted audiences and communication assets for campaigns including client advisor outreach email gifting and media
• Create presentations and training materials for executives and retail teams to drive adoption
• Lead training and rollout of CRM tools monitor usage and gather store feedback
• Partner with regional retail teams to mentor underperforming stores and implement action plans
• Collaborate with Omnichannel leads to identify and champion new technologies and concepts

Requirements

• Minimum 9 years of experience in CRM and analytics luxury retail experience preferred
• BA or equivalent preferred
• Deep understanding of CRM clienteling and omnichannel needs in luxury retail
• Proficiency in BI software including Excel Power BI Power Query and SQL
• Strong analytical presentation and interpersonal skills with attention to detail
• Ability to translate data into actionable CRM programs 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