Manager, CRM & Loyalty

Job title: Manager, CRM & Loyalty
Contract type: Full-time
Location: New York
Discipline: Marketing
Remote: No
Reference: 412827
Contact name: Sofia Alfaro
Job Published: January 01, 1970

Job description

We’re looking for a Customer Relationship Manager who will play a vital role on the brands Customer Relationship Marketing – CRM Team. The position will be responsible for managing the development and execution of CRM strategies and initiatives that drive lifetime value, retention, and sales growth of clients – with a focus on top existing clients, new high potential clients, and omni-channel client engagement. The Customer Relationship Manager will be highly involved in the day-to-day operations of a fast-moving business and will be technically savvy; tightly managing our Customer Data Platform – CDP vendor (ActionIQ). Provide a high degree of strategic and analytical ability to develop actionable insights to improve our customers experience to achieve financial results. Requires a cross-functional team player who will partner closely with Analytics, Brand Marketing, Digital, Store Operations, Customer Service, and Merchandise Planning departments.

What you'll do

· Oversee the on-going campaign strategy, development, execution, and management of CRM programs (including but limited to direct mail, email marketing, audience segmentation, A/B testing recommendations & providing key performance metrics)

· Grow, manage, and scale existing and new customer loyalty strategies and initiatives to retain key customer segments through specific KPI targets

· Develop content, benefits, and retention strategies to amplify high value action behavior across loyalty and non-loyalty customers

· Develop actionable strategies to recover lapsed customers identified by continuous data analysis

· Lead primary customer research analyses and synthesize insights by leveraging Medallia surveys and launching customer panels

· Own full clienteling process from data-driven customer selection to measurement & optimization

· Build and execute loyalty program strategy, growing spend/customer and frequency

· Present and analyze program KPI’s to leadership, defining meaningful strategic recommendations through customer behavior to maximize business goals

· Quantify the business impact of CRM program and continue to evaluate and refine program to maximize program effectiveness

· Optimize and check assumptions using A/B testing and other analysis to ensure the best customer experience

· Advise Analytics team on reporting structure and ideation to provide enablement

· Ability to distill information, communicate clearly and ensure insights are embedded in decision making

· Understand industry standards and develop key performance indicators for all CRM initiatives

· Work closely with business partners to understand what business decisions need to be made and leverage data + dashboards to help make decisions

· Manage delivering & executing slides for view to be included in monthly and quarterly CRM reporting

· Own budget, forecasting, and profit to ensure loyalty program performance is on trend to financial plan

· Own management of yearly customer forecasting, and profit to ensure loyalty program performance is on trend to financial plan

· Partner with Customer Service team to build a protocol for addressing high value customers’ needs and concerns

· Develop strong partnerships with cross-functional partners, including Analytics, Brand Marketing, Digital, Store Operations, Customer Service, and Merchandise Planning to support programs that will profitability grow the business, maximize customer retention, acquisition & reactivation and ad hoc reporting as needed

· Manage relationship of external vendors for CDP (ActionIQ), Customer Insights (Medallia) and omni-channel experience (HERO)

· Mentorship of CRM coordinator

Who you are:

· Minimum of 5+ years in CRM or Marketing in a retail organization and/or comparable, consumer-driven industries

· Extensive experience analyzing customer behavioral data with deep segmentation experiences

· Technical proficiency and knowledge of CRM database solutions and feeds, loyalty platforms, campaign management tools and platforms, Google analytics, and BI tools/systems. CDP (Action IQ) experience a plus

· Ability to draw insights and develop actionable recommendations

· Data-centric and strategy focused; uses strong analytic and problem-solving capabilities to provide insights, recommendations for change, and proposed solutions

· Comfortable with using DOMO a plus

· A passion for being the voice of the customer to business stakeholders

· Customer centric and proactive in looking for new solutions and in learning new skills

· Flexible and adaptable; ability to prioritize workloads appropriately with respect to urgency and potential impact

· Strong communication skills and ability to interact with all levels

· Experience and success working in a fast-paced and sometimes ambiguous environment

· Excellent communication and presentation skills, strong collaborator via remote work tools such as Zoom, Microsoft Teams, etc. 


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