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CRM Manager

2 months ago

Mount Clemens, United States SVS Vision, Inc. Full time
Job DescriptionJob DescriptionCompany Overview

About the Fielmann Group:

The Fielmann Group is a highly successful German family business with a market value of 2.5 billion. It holds the distinction of being the third largest optical company worldwide, catering to 28 million customers through its omnichannel platform, which includes digital sales channels and approximately 1,000 retail stores. Established in 1972, the company is led by Marc Fielmann, representing the second generation of the Fielmann Family, who still holds the majority of the company's stock. By offering fashionable eyewear at affordable prices and prioritizing customer satisfaction, the Fielmann Group consistently achieves customer retention rates of over 90% and employs around 23,000 people worldwide. As the market leader in Central Europe and one of the largest optical companies globally, we operate stores and online shops under our own name, as well as under brands like Optika Clarus in Slovenia, Óptica & Audiología Universitaria and Medical Óptica Audición in Spain, and SVS Vision and Befitting in the USA.

The Fielmann Group entered the us market by acquiring SVS Vision, a multistate optical retailer with over 80 stores headquartered in Mt. Clemens, MI. Additionally, Fielmann acquired Befitting, a technology provider and online optical retailer dedicated to making eyewear shopping enjoyable and hassle-free for customers with vision insurance. The newly formed Fielmann USA Inc. is embarking on a journey that will redefine the expectations of eyecare and eyewear for US consumers.

Job Summary

As the CRM Manager, you will be responsible for developing and implementing customer relationship management strategies to improve customer engagement, share of wallet, and retention across both retail and online channels for Fielmann USA brands. As an ideal candidate you will also have a strong background in CRM systems, data analysis, and marketing automation tools, and have a passion for driving customer engagement and growth.

Key Responsibilities

  • Develop and Implement CRM Strategies: Design and execute CRM strategies to enhance customer relationships, drive both retail and online sales, and support business growth.
  • Manage CRM Systems: Oversee the operation and maintenance of CRM software (e.g., ActiveCampaign, Klaviyo, other automation tools) to ensure data accuracy and system functionality.
  • Customer Segmentation: Segment the customer base to create targeted marketing campaigns and personalized experiences.
  • Data Analysis: Analyze customer data to identify trends, insights, and opportunities for improvement.
  • Campaign Management: Plan, execute, and measure the performance of CRM campaigns across various channels, including email, social media, and direct mail.
  • Customer Journey Development: Map and optimize customer journeys to enhance the overall customer experience and lifecycle management.
  • Collaboration: Work closely with marketing, retail, ecommerce, and customer service teams to ensure a cohesive approach to customer relationship management.
  • Reporting: Generate regular reports on CRM performance metrics and provide actionable insights to senior management.
  • Customer Feedback: Collect and analyze customer feedback to continuously improve CRM strategies and customer experience.
  • Compliance: Ensure all CRM activities comply with relevant data protection regulations and company policies.
Qualifications and Skills
  • Education: Bachelor’s degree in Marketing, Business Administration, or a related field.
  • Experience: Minimum of 3-5 years of experience in CRM management or a related role.
  • Technical Skills: Proficiency in CRM software (e.g., ActiveCampaign, Klaviyo, other) and marketing automation tools. Strong knowledge of data analysis and reporting tools.
  • Analytical Skills: Excellent analytical and problem-solving skills with the ability to interpret complex data sets.
  • Communication Skills: Strong verbal and written communication skills. Ability to present data-driven insights clearly and effectively.
  • Organizational Skills: Highly organized with the ability to manage multiple projects and deadlines.
  • Interpersonal Skills: Strong interpersonal skills with the ability to work effectively in a team environment and build relationships with stakeholders.
  • Certifications: CRM-related certifications are a plus.
  • Industry Experience: Experience in retail industry is preferred but not required.
  • Creative Skills: Experience in designing and implementing creative marketing campaigns is preferred.
Working Conditions

[CAN BE REMOTE BUT PREFERENCE IS DETROIT, MIDWEST OR TORONTO]

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