Summary
The Director of CRM will lead customer insights, clienteling strategy and execution across channels to drive acquisition, retention and client engagement. This role combines strategic planning, data analysis and cross-functional leadership to build and implement CRM programs and campaigns that support business priorities across corporate and retail partners.
Responsibilities
- Own development, implementation and adoption of CRM campaigns and programs across the customer lifecycle and channels
- Manage customer data integrity processes including deduplication and reassignment
- Track database performance and reporting using Salesforce and Power BI and oversee CRM Specialist reporting
- Lead monthly CRM strategy process and maintain a comprehensive campaign calendar
- Define and launch targeted audiences and communication assets for one-to-many and one-to-one campaigns
- Develop presentations and training for executives and retail teams to drive adoption
- Train on new CRM tools, monitor usage and capture store feedback for improvement
- Partner with regional retail teams to mentor underperforming stores and implement action plans
- Champion omnichannel innovations and partner with functional heads on technology projects
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
- Highly analytical and proficient in BI tools such as Excel macros, Power BI, Power Query and SQL
- Strong presentation, written and interpersonal skills with ability to synthesize data into action
- Process oriented with attention to detail and ability to manage complex campaign calendars
- Flexible availability including some nights and weekends and ability to work hybrid
- Ability to lift up to 10lbs
- Foreign language skills such as Italian Spanish or Portuguese a plus
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