CRM & Customer Success Manager, North America

Found in: Resume Library US A2 - 2 weeks ago

New York County New York, United States LVMH Fragrance Brands Full time
Job Description

The CRM & Customer Success Manager will support the North American business by enhancing and optimizing the relationship between Givenchy Beauty and its customers. This role will focus on analyzing, managing, and growing Givenchy Beauty’s customer experience for our owned ecommerce, but also supporting the overall client journey for North America.

CRM Strategy & Development

Develop Givenchy Beauty’s CRM strategy and annual action plan to support business needs with clear goals and measurements, for both US and Canada.

Define consumer journeys based on segmentations and client behaviors to identify touchpoints for improved engagement

Identify, explore, and manage partnerships/opportunities to expand customer database to acquire new clients

Build & execute strategies to grow Givenchy Beauty CRM database to maximum volume, focusing on quality of data, with focus on conversion and customer retention to grow business

Plan, forecast, and track all CRM POSM/tools to support initiatives and drive engagement.

Collaborate with cross-functional teams to integrate CRM initiatives into overall omni-business plans.

Design and execute integration of CRM data in offline channels for Canada, rolling into current CRM programs

Educate internal teams on CRM tools to broadcast knowledge and build consumer centricity throughout omnichannel teams

Loyalty Program Management

Lead the end-to-end implementation of the new Givenchy Beauty Loyalty Program rollout, collaborating with local & HQ partners to ensure the successful deployment of all program components.

Develop and execute comprehensive loyalty program strategies to drive customer loyalty, retention, and brand advocacy.

Build & implement communication plans to promote the loyalty program, and identify opportunities for program improvement and optimization based on data-driven analysis.

Own Day-to-day program monitoring & maintenance, while continuously incorporating mid and long-term strategies to drive sustainable growth and achieve business objectives.

Database, Customer Segmentation & Analysis

Define customer segments based on demographics, behavior, and preferences

Develop & manage reporting based on consumer profiles & shopping patterns, and implement strategies to enhance the customer experience at every stage of the journey.

Analyze data to measure the effectiveness of CRM channels, and provide actionable insights to drive continuous improvement and customer lifetime-value

Consolidate & analyze wholesale partner data where applicable to better define customer segments & unify the client experience

Feed performance media, site merch teams, product owners with key insights to ensure most productive journey & Brand experience for consumers on Brand DTC channels, but also eRetail and offline channels.

Collaborate with cross-functional teams, HQ, and external partners to ensure customer segmentation insights are integrated into strategic decision-making processes, to fuel brand growth.

Email Marketing Management & Customer Communication Channels

Manage email Marketing strategy (tactical and trigger), to scale revenue while maintaining brand guidelines and tone of voice. Manage all phases including planning, copy, deployment, analytics and optimization. Leverage performance-based tools to analyze email performance and optimize future campaigns.

Lead email marketing segmentation throughout the customer lifecycle, and identify opportunities within key segments to develop and present A/B tests to drive sales and key KPIs.

Develop SMS marketing channel for Givenchy Beauty, and work to identify other new forms of database communication for recruitment

Grow Givenchy Beauty’s database in partnership with Consumer Engagement Team & Media Agency. Support integration and on-going targeting of CRM lists in paid media channels.

Customer Service

Lead on-boarding of new customer service agency, acting as point person for the business for all setup functions.

Review and update standards, processes & procedures, ensuring alignment with brand expectations to enhance customer satisfaction.

Collaborate with cross functional teams to provide training and support to customer service team advisors, and oversee & monitor performance to keep team engaged while fostering a positive and customer-focused culture within the team.

Analyze customer service metrics and data from agency reporting, and identify trends and areas for improvement. Ensure focus on improving customer satisfaction KPIs while also managing cost efficiencies

Analyze customer feedback, working to implement strategies to enhance customer loyalty and retention.

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