CRM Manager, Loyalty

4 weeks ago

New York, United States The Connors Group Full time

This role is 4 days onsite and seeking a Sr. CRM, Loyalty Manager who will be responsible for developing, scaling, and maintaining the omni channel Loyalty Program.

Provide leadership and expertise to execute strategies that drive member growth and customer centricity business strategy and goals. The ideal candidate will be a strategic, innovative, collaborate leader who is customer centric and results oriented. They must have strong analytical, communication skills and be adept at problem solving quickly and creatively.

Principal Duties and Responsibilities:

  • Develop the loyalty Program to be best in class in top luxury market, contributing to strong brand engagement
  • Responsible for owning a strategic, customer insights driven loyalty function for the North America markets
  • Maintain Loyalty program operations including P&L overview, spend and ROI on offers/rewards, brand engagement activities, VVIC events, marketing initiatives, and more
  • Lead strategic customer activations to support commercial activities and drive high-quality customer acquisition, long-term member development, CLTV growth and retention
  • Support implementation of new features, functionalities within the loyalty program, continuous improvement of loyalty efforts, and be able to train program knowledge with key partners
  • Analyze and Share learnings from Loyalty customer behavior (membership engagement, customer retention, purchasing tendencies, member satisfaction, etc.) with cross-functional teams, senior leadership and HQ partners
  • Partner with CRM team to develop, implement and scale a One-to-One and One-to-Few Strategy
  • Main Goals/KPIs:
  • Member Growth: Drive Member development from paid and owned channel touchpoints and monitor customer lifecycle journey withing the program
  • Member Sales: Track Member Performance through RMF models, purchasing tendencies, and combined marketing activations and commercial planning
  • Business Penetration: Drive member penetration in e-commerce business by promoting program rewarding mechanism and creating signup opportunities for guest customers
  • Top Client Retention: Partner with HQ, PR, CRM team to activate top clients by hosting physical/virtual events, premium client experiences, and special benefits
  • Reporting: Provide regular KPI updates and recaps to Senior Leadership locally and centrally

Qualifications:

  • Entrepreneurial spirit and desire to develop and improve the current Loyalty Program
  • Minimum 5+ years of professional experience in marketing within a consumer driven industry and/or loyalty CRM marketing. Hands-on experience in developing and managing loyalty programs is a plus
  • Exceptional communication and presentation skills; adept at translating data into insights that can be shared across organization, including upper-level management
  • Able to critically evaluate complex business issues to develop customer-centric solutions
  • Strong knowledge and understanding of CRM principles and omni-channel customer experience
  • Strong numerical knowledge and analytical reasoning to demonstrate performance and track results
  • Strong project management skills including ability to prioritize, stay organized, take the initiative and work in a multitude of ongoing projects at the same time while meeting tight deadlines
  • Advanced presentation skill and proficient in Microsoft Office suite
  • Web Analytics (GA360) / SQL / SAS / DBA experiences is a plus

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