Responsibilities

• Manage day-to-day CRM operations, independently determining segmentation criteria and building client segments and outreach lists that support product launches, seasonal moments, client reactivation, and VIP programs.
• Recommend refinements to and ensure client tiering and segmentation logic is applied consistently across CRM and clienteling tools.
• Serve as first-line support for CRM and clienteling tools—triage store issues, manage vendor support tickets through resolution, track release updates, and communicate changes to the field.
• Support user access and login processes for retail teams in partnership with IT, in accordance with company data-access and security policies.
• Maintain high standards of data accuracy across CRM, clienteling, and related systems; support data governance and client consent practices in line with applicable privacy laws and company policy so client data remains accurate and compliant.
• Own recurring CRM performance reporting in partnership with the Business Intelligence team, tracking KPIs such as client retention, reactivation, outreach and appointments, data capture, platform adoption, and campaign ROI; flag trends and data-quality issues and recommend corrective actions.
• Monitor CRM and clienteling adoption across stores and recommend actions to strengthen engagement and operational efficiency.
• Participate in user acceptance testing for new integrations, data flows, campaigns, and platform enhancements, providing hands-on feedback before rollout.
• Maintain CRM process documentation, user guides, and standard operating procedures so knowledge is accessible, current, and transferable.
• Partner with Learning & Development to train store teams on CRM tools and new features, and support onboarding new hires to client-facing systems.

Requirements

• Minimum 2 years’ experience in CRM, clienteling, marketing operations, or a related field.
• Hands-on experience within the Salesforce ecosystem; experience with Salesforce Marketing Cloud and clienteling applications (e.g., Proximity) a plus.
• Working knowledge of CRM and clienteling platforms, marketing automation/journey tools, customer data platforms, and POS/transaction systems.
• Advanced Excel and PowerPoint skills, with the ability to create clear, visually compelling reports and dashboards; familiarity with SQL or data platforms a plus.
• Strong attention to detail and data management discipline.
• Data-driven mindset with the ability to analyze client behavior, evaluate campaign performance, and translate findings into practical recommendations.
• Service-oriented troubleshooter who stays calm under pressure and follows issues through to resolution.
• Clear, organized writer who can document processes and explain tools simply to non-technical users.
• Comfort using company-approved AI tools, in line with MCM’s AI and data-use policies, to improve productivity and client communication.
• Exceptional organizational skills with the ability to manage multiple priorities and deadlines.

Preferred

• Hands-on experience within the Salesforce ecosystem; experience with Salesforce Marketing Cloud and clienteling applications (e.g., Proximity) a plus.
• Previous experience in retail or luxury fashion preferred.

Benefits

• Comprehensive medical, dental, and vision insurance
• Paid time off and holidays
• 401(k) retirement plan
• Employee product discount
• Opportunity to work in a global luxury retail environment