Summary
The Senior Manager, CRM & Client Lifecycle will define and execute North America CRM strategy to drive client acquisition, engagement, retention, and lifetime value across Dior.com, boutiques, loyalty, and clienteling channels. This role leads a CRM team across email, SMS, push, and triggered communications and partners cross-functionally to deliver personalized omnichannel client journeys powered by data and testing.
Responsibilities
- Define and lead lifecycle marketing and CRM strategy aligned with North America business objectives.
- Develop and optimize omnichannel client journeys across digital and retail touchpoints.
- Oversee campaign planning and governance for Email, SMS, Push, Triggered Communications, Loyalty, and Clienteling.
- Implement personalization, segmentation, automation, and testing frameworks to improve performance.
- Track CRM KPIs (revenue contribution, retention, repeat purchase rate, LTV, engagement, database growth) and present insights to senior leadership.
- Partner with Retail, E-Commerce, Data & Analytics, Product, and Global CRM to prioritize capabilities and drive implementations.
Requirements
- Bachelor's degree required; MBA or related graduate degree preferred.
- 8+ years of experience in CRM, lifecycle marketing, or digital/customer engagement, preferably in luxury, beauty, or premium consumer brands.
- Proven experience leading CRM across email, SMS, loyalty, personalization, and lifecycle programs.
- Strong knowledge of CRM platforms, marketing automation, customer segmentation, and omnichannel marketing.
- Analytical mindset with ability to translate data into strategy and influence senior stakeholders.
- Excellent communication, leadership, and project management skills; ability to operate in a fast-paced cross-functional environment.
