Summary
The West Coast Senior CRM Manager leads client relationship strategies across western US markets, developing and executing CRM initiatives to enhance client engagement, drive loyalty, and elevate the luxury experience across retail and wholesale channels. This role partners with store leadership, corporate teams, and client advisors, supports CRM tool rollouts, provides training, and travels regularly to boutiques across the West Coast.
Responsibilities
- Develop and implement regional CRM strategies for acquisition retention and reactivation.
- Partner with store teams to identify high potential clients and personalize outreach.
- Plan and execute clienteling campaigns exclusive events and bespoke experiences.
- Monitor CRM KPIs and deliver actionable insights to improve engagement and conversion.
- Collaborate with corporate CRM marketing and retail teams for consistent messaging.
- Support rollout of new CRM tools provide training and guidance to store teams.
- Coach teams on relationship management and luxury service best practices.
- Analyze client feedback and market trends to inform strategy and enhance the client journey.
- Travel regularly to boutiques for activations training and performance reviews.
Requirements
- Bachelor’s degree or equivalent.
- Minimum 7 years of experience in CRM preferably within luxury retail.
- Proven track record developing and executing client engagement strategies.
- Strong analytical skills with ability to interpret CRM data and translate insights.
- Experience collaborating with retail marketing and data analytics teams.
- Proficiency in CRM platforms clienteling tools and Microsoft Office Suite.
- Excellent communication interpersonal and coaching skills.
- Ability to travel extensively across the West Coast and work independently from a home office.
- Flexible schedule to support seasonal activations client events and initiatives.
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