Summary
Senior CRM Manager responsible for leading client relationship strategies across the western United States, developing regional CRM strategies to support acquisition retention and reactivation, partnering with store teams and corporate functions, and supporting rollout of CRM tools while traveling regularly to boutiques.
Responsibilities
- Develop and implement regional CRM strategies for client acquisition retention and reactivation
- Partner with store teams to identify high potential clients and personalize outreach
- Lead planning and execution of clienteling campaigns exclusive events and bespoke experiences
- Monitor CRM KPIs and provide actionable insights to improve engagement and conversion
- Collaborate with corporate CRM marketing and retail teams to ensure consistency in messaging
- Support rollout and training for new CRM tools and clienteling platforms
- Coach store teams on best practices in relationship management and luxury service
- Analyze client feedback and market trends to inform strategy and enhance client journey
- Travel regularly to boutiques across the West Coast to support activations training and 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 cross functional teams including retail marketing and analytics
- Excellent communication interpersonal and coaching skills
- Proficiency in CRM platforms clienteling tools and Microsoft Office Suite
- Ability to travel extensively and work independently from a home office
- Flexible schedule to support seasonal activations and client events
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