Director, CRM - New York, NY - Corporate Office
Référence:
FEND03710Intitulé du poste:
Director, CRM - New York, NY - Corporate OfficeFonction du poste:
Communication & EvénementielExpérience professionnelle:
Minimum 5 ansPays/Région:
Etats-Unis d'AmériqueType de contact:
CDIPosition:
The Director of CRM (Client Relationship Management) is responsible for customer insights & clienteling strategy and execution at Fendi Americas. The Director will own the development, implementation and adoption of CRM campaigns & programs across the customer lifecycle (from acquisition to retention) and across channels (brick-and-mortar, e-commerce and client services).
By embracing the Omnichannel approach, they will leverage data, innovation and cross-functional execution across corporate & retail partners to enhance the seamless client experience, drive the business and achieve recruitment, retention & clienteling KPIs.
The role will require a mix of strategic planning, critical thinking, and ability to design and assess the performance of CRM programs. Ideal competences include a strong understanding of one-to-one clienteling, email marketing and program management. They will partner with various departments to understand their individual business priorities and synthesize them into CRM programs that can support these priorities.
Reporting to the VP of Omnichannel and Supply Chain, this leader will play an important role in the continued growth of the Fendi Americas business across channels.
Job responsibilities:
Responsibilities:
Data Insights & Strategy
• Responsible for the integrity and usability of our growing customer data, managing processes for client deduplications & reassignments
• Track database performance through critical metric management and reporting using Salesforce & Power BI, while managing CRM Specialist to execute effective reporting
• Identify business opportunities to increase value per client & grow the share of business driven by proactive clienteling efforts. Drive KPIs across prospecting, acquisition, retention & reactivation.
• Turn insights into actions: tell story behind data, drive concrete conclusions & build effective CRM actions & strategy programs, which can be shared via effective presentations with non-technical stakeholders to adopt & implement.
Campaign Management
• Lead the monthly CRM strategy process. In partnership with Merchandising, Marketing, E-Commerce, Private Client Relations & CRM headquarters, develop a comprehensive campaign calendar that supports product & client behavior & includes one-to-many (e-mail campaigns) and one-to-one (CRM campaigns) to engage clients & prospects.
• Complete and supervise performance of the campaign calendar by defining and launching targeted audiences & communication assets that can be used for different campaigns, including one-to-one Client Advisor outreach, email, gifting and media.
• Develop effective presentations and training that range from strategic executive presentations to engaging materials for retail teams, simplifying complex analysis into clear stories and actions
• Lead training of novel CRM tools and programs that will directly contribute to client engagement and sales, monitor usage and capture store feedback for continuous improvement.
• Partner with regional retail teams to mentor and develop store teams that are underperforming on critical CRM metrics or programs and develop action plans with measurable results
• Partner closely and maintain constant feedback process with the Omnichannel & CRM headquarters team on clienteling applications, campaign calendars, reporting capabilities and troubleshooting of new and existing systems
Omnichannel Projects
• Partner with the other functional Heads in the Omnichannel team to identify opportunities to innovate by championing new technologies and developing new concepts for Fendi, which can enhance our brand and business in the Americas and globally.
Additional information:
Qualifications:
• Minimum 9 years of experience in CRM and analytics, luxury retail experience preferred
• BA or equivalent preferred
• Deep understanding of CRM, clienteling and omnichannel needs in luxury retail
• Process oriented with an ability to turn data into insights and lead cross-functional execution
• Strong attention to detail, able to lead complex campaign calendars and adapt to changing priorities
• Highly analytical and proficient in BI software (Excel macros, Power BI, Power Query, SQL)
• Curious with proven track record of client experience and engagement innovations
• Heavy pulse on market trends and competition
• Excellent written, verbal and presentation skills, as well interpersonal skills
• Flexible availability: some nights and weekends depending on business needs. Available to work hybrid from office and work from home.
• Ability to lift boxes / weight up to 10lbs.
• Foreign language skills, Italian/Spanish/Portuguese a plus