Manager, Global CRM
2 months ago
Who You Are:
We are seeking a highly motivated and experienced marketer to join our Consumer Marketing team.
This role sits within the Global CRM team which oversees database growth, customer retention, the KorsVIP loyalty program and the instore clienteling app. As Manager, Global CRM & Loyalty, you will be responsible for developing and implementing strategies to increase customer retention, engagement, and loyalty. You will work closely with cross-functional teams to analyze data, identify opportunities, and execute campaigns aimed at maximizing customer lifetime value.
You will be directly supporting activities in North America as well as setting global strategies, supporting our regional partners in Asia & Europe. You will have the opportunities to work cross-functionally with exposure across retail & digital space. Business partners include but are not limited to the Creative Services, Legal, Ecommerce, Store Comms, Store Operations, Customer Analytics, IT, Merchandising, Digital Marketing, Retail Marketing, Clienteling and email teams.
What Youll Do:
- Strategy Development: Develop and execute comprehensive retention marketing & loyalty strategies to increase customer lifetime value and reduce churn rates.
- Segmentation and Personalization: Redefine Customer segmentation strategy & optimize audience strategies across all consumer marketing channels to tailor messaging to specific customer segments, driving increased engagement and loyalty.
- Campaign Management: Plan, execute, and optimize multi-channel retention campaigns across direct mail, email triggers, and other relevant channels, ensuring timely delivery and maximum effectiveness.
- Lifecycle Marketing: Develop and orchestrate cross-channel customer lifecycle journeys & expand behavioral trigger programming leveraging automation to optimize engagement and improve retention including Email & SMS acquisition initiatives, onboarding journeys, nurture, and win-back programs.
- Loyalty Program: Manage and optimize our loyalty program across US & CA, including the development of rewards, and benefits to incentivize repeat purchases and strengthen customer loyalty as well as build the roadmap for future international expansion.
- Global Customer Database Management: Set global CRM strategy to grow our customer database & partner with regions to localize based on local specificities or requirements, identifying opportunities to improve customer data quality through new processes and technologies.
- Data Analysis: Analyze customer data and behavioral insights to identify trends, opportunities, and areas for improvement. Utilize findings to optimize campaigns and drive continuous improvement.
- Retention Metrics: Partner with Analytics to define, track, and report on key retention metrics, including churn rate, customer lifetime value, retention rate, and engagement metrics. Use insights to inform decision-making and drive results.
- Customer & Advocacy Feedback: Solicit and analyze customer feedback and sentiment data to identify pain points, opportunities, and areas for improvement, and use insights to inform retention strategies and tactics
Youll Need to Have:
- Bachelors Degree or equivalent
- Ability to work in NYC office 3 days a week
- 5+ years of experience in retention marketing or CRM, with a proven track record of driving results.
- Experience with CRM platforms, marketing automation tools, and analytics platforms.
- Strong analytical skills and proficiency in data analysis tools such as Adobe Analytics, Excel, or Tableau.
Wed Like to See:
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
- Creative thinker with a customer-centric mindset and a passion for delivering exceptional customer experiences.
- Strong Organizational & Project Management Skills
MK Perks:
- Generous Paid Time Off & Holiday Schedule
- Summer Fridays
- Internal mobility across Versace, Jimmy Choo and Michael Kors
- Cross-brand Discount
- Exclusive Employee Sales
- Fav 5 Cards (MK Discount for friends and family)
- 401k Match
- Paid Parental Leave
- Thrive Wellness Program
- Commuter Benefits
- Gym Discounts
At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V
In compliance with certain Pay Transparency laws, employers are required to disclose a salary range. The salary for this position will vary based on role requirements, skill set and years of experience.
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