Head of CRM, Fashion
This is a newly created and vital role for the brand, as you will be making a huge impact defining and implementing a strong commercially integrated and brand enhancing CRM strategy across all omnichannel and global touch points. The Head of CRM will work cross-functionally to develop and implement customer-centric, data-driven campaigns and programs to meet performance targets.
- Lead implement and manage company’s global omnichannel CRM strategy. - Ensure the database is segmented effectively for targeted activities. - Develop strategies Online and in Store touch points in order to increase customer’s database. - Ensure maintenance of the Single Customer View Database. - Facilitate customer satisfaction, retention, maximize life time value. - Use customer data tier scheme to develop Loyalty Program for omnichannel. - Map customer journey across customers’ touch points maximizing commercial opportunities in omnichannel. - Grow share of email sales online and offline to total sales. - Provide reporting and analysis and implement ongoing campaign optimization based on business performance and customer needs. - Coordinate with Head of Operations, Head of Web Merchandising and Brand Marketing Director to create commercially successful campaigns. - Lead and perform in-depth analysis to get more understanding of customer data and provide reporting. - Define how to utilize CRM technology to identify and/or refine audience segmentation across platforms and leverage to implement effective promotional programs. - Monitor and maximize customer lifetime value strategies ensuring maximum profitability. - Partner with the digital leads to design CRM program, identify opportunities, and prepare promotion campaign, together with communication to the targets. - Evaluate campaigns by conduct post-campaign tracking and define key learning and best practices for next campaigns. - Develop and execute promotions test plans to drive incremental revenue for the organization; ensure tech stack is aligned and delivers on goals and offers.
- Strong skill using Microsoft Office suite (MS Word, Excel, PowerPoint, and Entourage) - Familiarity with any CRM system tool as mandatory - HTML know-how - Hybris Marketing knowledge is a strong asset - Excited by the opportunity & challenges of taking responsibility for this new role, embedding a solid CRM strategy - Highly numerate and analytical - Able to think strategically and engage stakeholders within the business - An internal ambassador and champion of CRM - Flexible and enjoys working in fast moving and changing environment - Incredibly detail-oriented and organized with a solutions-oriented mentality
Solid experience as CRM manager ideally for fashion, premium or retail lifestyle brand Track record defining and implementing a broad CRM omnichannel strategy
Bachelor's degree and MBA/Business Masters required
English mandatory, another European language would be an asset (German, French, Italian)