Responsibilities

• Support and implement the Americas CRM strategy and annual roadmap, aligning regional execution with business objectives and global CRM priorities.
• Help develop data-driven client strategies to support acquisition, retention, repeat purchase, reactivation, and client upgrade.
• Identify growth opportunities and support new CRM strategies, pilots, and seasonal action plans to drive regional performance.
• Support the seasonal gifting strategy, including budget tracking, client allocation, and oversight of execution.
• Provide day-to-day guidance and mentorship to the CRM Associate Manager, ensuring clear priorities, quality of execution, and continued development.
• Support the strategic direction of CRM reporting and analysis, translating data into actionable insights and business recommendations.
• Monitor CRM KPIs and client performance to identify trends, performance drivers, and areas of opportunity.
• Oversee the CRM Associate Manager’s recurring and ad-hoc reporting, maintaining accountability for accuracy, quality, and continued evolution.
• Help prepare and present CRM performance, strategic insights, and opportunities to senior leadership and regional/global stakeholders.
• Support CRM strategy, planning, and measurement across product launches, events, seasonal initiatives, and other key client moments.

Requirements

• Strong strategic thinking and collaboration skills, with the ability to influence and execute across all levels
• Advanced proficiency in CRM systems, BI tools, and Microsoft Office (Excel and PowerPoint)
• Strong analytical skills to translate data into actionable business insights
• Excellent organizational, prioritization, and time-management skills
• Strong written, verbal, and presentation skills
• Detail-oriented with a focus on accuracy and data integrity
• Ability to manage multiple priorities in a fast-paced environment
• Self-motivated, proactive, and independent
• 5-7 years of work experience in CRM, customer management, client development, data analytics, or a related field, preferably in the luxury, fashion, or retail industry
• Bachelor’s degree required; Business, Economics, Analytics, Marketing, or a related field preferred.

Preferred

• Experience working with CRM platforms and Business Intelligence reporting tools