Responsibilities

• Define the CRM Communication Plan – including Email, SMS and Clienteling, for one-shot and triggered campaigns – covering Masterclass, Marketing, Loyalty, Event Content – to drive member acquisition, repeat purchase, engagement and retention.
• Use segmentation and targeting strategies, as well as personalization content to create effective communication: client tier, client and purchase behavior, category affinity, intention to purchase etc.
• Partner with Central CRM teams to adapt international CRM guidelines to the specificities of the US market.
• Manage the end-to-end CRM communications (Emails, SMS, Clienteling, One-shot & Triggers), from design to launch - preparation of the CRM plan, campaign briefing and follow-up with creatives and copyrighters, validation with US & HQ partner, proposing target audience, configuring campaigns, running proofs, scheduling campaigns and conducting post-campaign reporting.
• Lead continuous improvement of the CRM campaigns with data insights, data use-case and data products, as well as personalized content. Run A/B Test and Innovation Program, measure performances, continuously improve and optimize the communication engagement and effectiveness metrics.
• Manage the end-to-end technical configuration of CRM workflows and customer journeys within the marketing automation platform – from one-shot communications to triggered communications via Emails, SMS, Clienteling.
• Ensure the daily monitoring and deployment of the triggered campaigns and apply the first troubleshoot actions to fix any issue. Work hand in hand with IT Team to build complex triggered campaigns and fix any technical issue impacting the delivery of the communications.
• Manage complex workflow to ensure effectiveness of the target and data, as well as supporting the portfolio assignment.
• Build and maintain campaigns dashboards to track key KPIS: volume, click rate, revenue, order, AOV, session, conversion rate and ROAS.
• Track A/B Test performances, share results with CRM & Content Team, and incorporate learning into the upcoming plan: heat mapping of the email, click rate, revenue and conversion rate.

Requirements

• Bachelor’s degree in Marketing, Business, or related fields
• 5-7 years of experience in CRM, Lifecycle Marketing, Digital Marketing, Customer Engagement, preferably within luxury retail, beauty, fashion, or premium consumer brands.
• Proven experience leading CRM plans and execution across email, SMS, clienteling, loyalty, personalization, and customer lifecycle programs.
• Strong logic spirit and operational execution is essential, hands-on experience with CRM tools such as Adobe Campaign, Salesforce Marketing Cloud or equivalent is preferred.
• Highly organized — be able to manage multiple initiatives simultaneously, stay flexible, agile, and best partner, meet deadlines and ensure communication deployment accordingly.
• Detail-oriented, proactive, and comfortable operating in a fast-paced, matrixed organization
• Clear understanding of CRM platforms, marketing automation, customer segmentation, and omnichannel marketing.
• Experience partnering with Analytics, Product, Technology, and Retail organizations to deliver client-centric initiatives.
• Strong analytical mindset with the ability to translate complex data into business strategy.
• Excellent communication, presentation, and leadership skills.

Preferred

• Hands-on experience with CRM tools such as Adobe Campaign, Salesforce Marketing Cloud or equivalent is preferred.