- Company Name
- Arlettie Paris
- Job Title
- CRM Manager
- Job Description
-
**Job title**
CRM Manager
**Role Summary**
Lead the end‑to‑end customer relationship management strategy and operations for an international luxury retail and e‑commerce brand. Drive qualified traffic to showroom and online sales, convert guests into paying members, ensure flawless execution of campaigns, and support global expansion.
**Expactations**
- Deliver a “zero‑defect” operational standard across all CRM activities.
- Achieve KPI targets for traffic, conversion, and incremental revenue.
- Maintain data quality and automate workflows consistently.
- Expand membership acquisition and retention initiatives.
**Key Responsibilities**
- Define and execute CRM strategy and customer journeys, including segmentation by country, channel, value, and membership status.
- Set rules for invitation distribution (sales type, brand, staff events, etc.) and coordinate with Account Managers.
- Plan, launch, and monitor invitation campaigns via email, SMS, and direct mail.
- Deploy newsletters, reminders, and member/VIP communications aligned with sales events.
- Build and maintain CRM dashboards reporting deliverability, traffic, conversion, revenue, card sales, and customer lifetime value.
- Ensure data integrity, grow UK and Italy customer bases, and enable local media/social activation.
- Drive automation acceleration and optimize CRM tools to support international growth.
- Develop membership acquisition tactics (early access, upsell, card upgrades) and redesign associated web pages and flows.
- Manage and mentor an international team of 5–8 CRM specialists.
- Participate in weekly “sales calendar” meetings, coordination with Account Managers, and performance reviews.
**Required Skills**
- Expertise in Salesforce and Marketing Cloud (or equivalent platforms).
- Strong analytical and reporting skills; comfortable building dashboards.
- Project management experience in complex, multi‑country environments.
- Detail‑oriented, organized, and committed to a zero‑defect execution culture.
- Leadership ability with a results‑driven mindset.
- Excellent communication and stakeholder coordination skills.
**Required Education & Certifications**
- Bachelor’s degree or higher from a business school (marketing, digital, or related field).
- Minimum 4–5 years of progressive CRM or digital marketing experience in fashion, luxury, retail, or international e‑commerce.
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