The CRM Manager is responsible for leading the execution of the US CRM Omnichannel Campaigns (Email, SMS, Clienteling), ensuring one-shot campaigns and triggered journeys are delivered with excellence, accuracy, efficiency and on time to animation our consumer database.Reporting to the Senior CRM Manager, this role translates lifecycle strategy including Loyalty, Services and Event, as well as Marketing animation plan into high quality customer journey and communications.This position oversees all stages of marketing campaigns: design, set-up, launch and performances tracking. The role partners closely with Digital Team – Strategy, E-commerce, E-merch, Content and Customer Care as well as Retail, Technical, Data and Global CRM teams to delivery best-in-class client experiences and activations. This person will play a crucial role in maintaining and optimizing our CRM activations.The ideal candidate combines a strong client mindset with exceptional operational excellence, a passion for luxury client experience and strong logical thinking.Key Responsibilities include:CRM Orchestration 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.Campaign ManagementManage 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.Technical Deployment & Optimization 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.Reporting & AnalysisBuild 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.Conduct in-depth analysis of the campaign performance during the KCP to enhance future campaigns strategy and support the communication strategy.Actively contribute to the Monthly CRM report to oversee the performance of each channel, propose optimization and activable next steps. Report regularly to leadership on the optimization roadmap. Cross-Functional CollaborationPartner closely with Digital, Retail, IT, and Central CRM teams to align CRM initiatives to business priorities and ensure client experience.Support E-commerce and Digital Teams to reach our weekly, monthly and yearly targets, incorporate into the CRM plan the product launches, key animation, members exclusive, offer, shipping information, services, etc and ensure to propose a very robot communication plan.Collaboration with Retail teams to build strong clienteling plans to convert prospects and develop each client value among the pyramid, as well as drive to store communication via email and sms to give more visibility to our boutiques and recruit new clients.Replicate, adjust and launch the clienteling plan for Customer Care based on business priorities and needs, define and allocate accordingly client into e-BCs portfolio.SUPERVISION RECEIVEDSr. Manager, CRM & Lifecycle
