Description:
The CRM Manager will be responsible for developing and executing innovative customer relationship strategies that enhance brand loyalty, drive repeat purchases, and maximize customer lifetime value. This role involves analyzing customer behavior, creating personalized experiences, and implementing CRM campaigns that align with the brand’s identity and premium customer expectations.
Key Responsibilities
Design and implement a CRM roadmap
- Tailor to the needs of fashion retail customers, focusing on driving retention and engagement.
- Develop segmentation strategies that reflect customer personas, purchase behaviors, and brand affinity.
- Collaborate with the creative and merchandising teams to align CRM initiatives with seasonal campaigns, new product launches, and exclusive collections.
Campaign Management
- Plan and execute omni-channel campaigns (email, SMS, app notifications, and direct mail) to engage customers across their buying journey.
- Create tailored campaigns for loyalty programs, VIP customer experiences, and exclusive fashion events.
- Conduct A/B testing to optimize messaging, design, and timing for maximum campaign effectiveness.
Customer Insights and Analytics
- Analyze customer purchase history, engagement trends, and demographics to derive actionable insights.
- Monitor CRM KPIs such as retention rate, average order value (AOV), and frequency of purchase.
- Prepare and present reports on campaign performance, customer behavior, and ROI to key stakeholders.
Technology & Platform Management
- Oversee the implementation and maintenance of CRM platforms like Salesforce, Klaviyo, or others specific to retail needs.
- Partner with IT to ensure seamless integration of CRM tools with e-commerce platforms and POS systems.
- Evaluate and adopt emerging CRM technologies and features to stay ahead of retail trends.
Loyalty & Personalization
- Enhance the loyalty program, creating tiered benefits and exclusive perks to reward repeat customers.
- Develop and execute strategies for personalized recommendations, styling tips, and curated content based on customer preferences.
Team Leadership
- Lead and mentor a small team of CRM executives (if applicable).
- Build a culture of continuous learning and innovation within the CRM function.
Qualifications
- 7+ years of CRM experience, preferably in fashion retail or luxury industries.
- Demonstrated ability to drive retention and customer engagement in a retail environment.
- Expertise in CRM platforms such as Salesforce, HubSpot, or similar, with a strong grasp of automation.
- Familiarity with e-commerce platforms like Shopify, Magento, or custom solutions is preferred