CRM Manager

Found in: Resume Library US A2 - 1 week ago


New York County New York, 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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