Summary
The Senior Manager, CRM & Client Lifecycle defines and executes Parfums Christian Dior North America's CRM vision across owned channels and omnichannel client experiences. This role leads lifecycle marketing to strengthen client acquisition, engagement, retention, loyalty, and lifetime value while ensuring a seamless luxury experience across Dior.com, boutiques, clienteling, and loyalty. The position manages a high-performing CRM team and partners with Retail, E-Commerce, Data & Analytics, Product, and Global CRM to deliver data-driven personalization and campaign governance.
Responsibilities
- Define and lead the North America CRM strategy, annual roadmap, testing framework, and priorities aligned with global initiatives.
- Develop and optimize lifecycle marketing strategies to increase acquisition, retention, repeat purchase, loyalty participation, and client lifetime value.
- Design and continuously optimize end-to-end omnichannel client journeys across digital and retail touchpoints.
- Lead campaign planning and governance across Email, SMS, Push, Triggered Communications, Loyalty, and Clienteling, including prioritization and resource planning.
- Drive personalization, segmentation, automation, testing, and performance optimization powered by first-party data.
- Own CRM business KPIs, translate insights into actionable recommendations, and present performance and initiatives to senior leadership.
- Partner cross-functionally to prioritize CRM capabilities and support implementation of CRM technologies and omnichannel initiatives.
Requirements
- Bachelor's degree required; MBA or related graduate degree preferred.
- 8+ years of experience in CRM, lifecycle marketing, digital marketing, or customer engagement, preferably within luxury retail, beauty, fashion, or premium consumer brands.
- Proven experience leading email, SMS, loyalty, personalization, and lifecycle programs and working with CRM platforms and marketing automation.
- Strong analytical mindset with experience partnering with Analytics and Product teams and the ability to translate complex data into strategy.
- Excellent communication, presentation, leadership, and project management skills with the ability to influence senior stakeholders.
