As our CRM Manager, you will be the driving force behind our customer retention, loyalty, and lifecycle marketing strategies. You will have the exciting, highly autonomous opportunity to build our CRM landscape from scratch. Rather than just managing databases, you will use market-leading tools to craft hyper-personalized marketing journeys that build brand love, maximize Customer Lifetime Value (CLV), and drive repeat revenue. You will blend a strong, data-driven marketing mindset with hands-on campaign execution.
Key Responsibilities
CRM Strategy & Foundation: Lead the strategy, selection, and launch of our new CRM platforms, building a marketing ecosystem from the ground up that empowers our brand to connect with customers at scale.
Customer Segmentation & Targeted Campaigns: Develop, execute, and refine highly targeted marketing campaigns based on deep customer segmentation. Deliver the right message, to the right audience, at the perfect time to drive engagement and conversion.
Journey Mapping & Brand Loyalty: Design and optimize creative, personalized customer lifecycles—from exciting onboarding experiences to rewarding VIP loyalty programs and compelling win-back initiatives.
Marketing Automation: Set up and manage marketing automation tools to deliver seamless, engaging omnichannel campaigns across email, SMS, push, and social media, ensuring every touchpoint feels personal and on-brand.
AI-Powered Marketing: Champion the use of AI-driven tools (e.g., predictive analytics, generative AI for content, dynamic segmentation) to streamline CRM workflows, scale personalization, and improve operational efficiency.
Data-Driven Insights: Analyze campaign performance and customer behavior. Translate numbers into actionable marketing stories and strategies that continuously improve ROI and campaign effectiveness.
Cross-Functional Collaboration: Partner with the broader Marketing, E-commerce, and Retail Operations teams to ensure our CRM initiatives align with brand campaigns and deliver a unified, premium customer experience.
Requirements
Experience: Minimum of 10 years of hands-on experience in CRM, loyalty marketing, or lifecycle management.
Industry Knowledge: Proven marketing experience in the Luxury Retail, General Retail, or Beauty sector is highly preferred.
Builder Mentality: A demonstrated track record of successfully developing and launching CRM strategies, loyalty programs, or marketing platforms from scratch.
Technical Marketing Expertise: * Super hands-on experience executing campaigns via leading CRM and marketing automation platforms (e.g., Salesforce, HubSpot, Braze, Klaviyo, Emarsys).
Strong ability to set up and manage automated, multi-channel marketing workflows.
Passion for leveraging AI tools to enhance marketing efficiency and creativity.
Analytical Mindset: Highly data-driven with a proven ability to turn customer insights and campaign analytics into successful commercial marketing strategies.