CRM Manager

3 weeks ago


Brooklyn, United States Guerlain Full time

Job Description POSITION OVERVIEW The CRM Manager will support the business to enhance and optimize relationship between Guerlain and its customers in the US. CRM Manager will be tasked with analyzing, managing, and growing Guerlain’s customer experience both for our owned ecommerce, as well as support retail team with wholesale customers. CRM RESPONSIBILITIES Develop GUERLAIN CRM strategy and annual action plan to support business needs with clear goal and measurements Define consumer journeys based on segmentations and client behaviors to enhance creative and relevance of CRM Shape both online and offline campaigns in line with key markets Ensure regular upload of marketing campaigns into the CRM system Identify, explore and manage partnerships/opportunities to expand customer database to acquire new high-profile clientele. In charge of project management for CRM systems setup and new loyalty programs setup. CUSTOMER COMMUNICATION CHANNELS Manage email Marketing strategy (tactical and trigger) Develop SMS marketing for Guerlain and other new forms of database communication Grow Guerlain’s database in partnership with media agency and ecommerce team DATA ANALYSIS & REPORTING Work on ad hoc reports of customer profiles and shopping patterns Analyze customer journey to increase experience, and sales DATABASE & LOYALTY Drive GUERLAIN data cleansing, usage, capture and enrichment Ensure always-on proper data accuracy and integrity Act as a gatekeeper of data privacy and ensure all staff follows the data privacy guideline and customer information is well protected Kick-off GUERLAIN new loyalty program dedicated to Boutiques and define program initiatives Coordinate and align on logistics, purchasing and distribution of gifting procedure. OMNI-CHANNEL RESPONSIBILITIES Point of contact for broader team for omni-channel clienteling Lead adoption and growth of BeeGuerlain Clienteling app in owned boutiques Consolidate wholesale partner data to better unify customer experience CUSTOMER SERVICE Collaborate with Ecommerce Team on optimizing CSC experience and relationship Work with central team to optimize journey and customer experience through our hotline


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