Customer Relationship Management Lead

We are seeking a driven and passionate professional to lead our CRM and loyalty initiatives. As an integral part of the digital team, this role is responsible for shaping customer relationships and driving omni-channel strategies across domestic & international markets.

This position will oversee the implementation and optimization of Salesforce CRM across global markets, ensuring seamless integration with existing systems and processes. Additionally, it will support retail CRM platforms to drive insights and personalized strategies to enhance customer engagement and increase revenue.

Key Responsibilities:

• Implement and optimize Salesforce CRM globally, ensuring seamless integration with existing systems and processes.
• Support retail CRM platforms to drive insights and personalize strategies to enhance customer engagement and increase revenue.
• Daily management of the company's first comprehensive loyalty program using Loyalty Cloud, tailoring it specifically to our premium customer base and brand ethos.
• Create and execute sophisticated, personalized communication strategies including segments/journeys/triggers and automations that enhance customer engagement.
• Drive weekly strategic discussions with C-suite leadership across US and Australian markets, presenting performance metrics and strategic insights.
• Manage acquisition and retention strategies globally.
• Analyze customer behavior patterns and data to inform product strategy and marketing initiatives, providing actionable insights to key stakeholders.
• Transform our customer data strategy through Salesforce implementation, establishing best practices and procedures for data management.
• Collaborate with retail teams to ensure seamless customer experiences across all touchpoints and markets.
• Define and implement personalization strategies for our most valued global clients, ensuring alignment with our brand positioning.
• Monitor and report on key performance metrics, providing regular updates to senior leadership on program effectiveness and ROI.

Requirements:

• Minimum 5 years of CRM experience in luxury retail or premium fashion, with demonstrated success in developing and implementing customer engagement strategies.
• Strong technical understanding of Salesforce and its capabilities, with proven experience in system implementation and optimization.
• Advanced Excel capabilities.
• Proven track record in developing and managing loyalty programs for high-value customers in premium or luxury markets.
• Experience presenting to and collaborating with C-suite executives, with excellent strategic thinking and communication abilities.
• Deep understanding of customer behavior and expectations, with the ability to translate insights into actionable strategies.
• Strong analytical skills with demonstrated experience in data analysis and performance metrics reporting.
• Excellent project management skills with the ability to manage multiple priorities across international markets.
• Superior interpersonal and stakeholder management skills, with proven ability to build strong relationships at all levels.
• Bachelor's degree in Marketing, Business, or related field.
• Experience working across international markets, particularly in the US retail sectors.
• Additional qualifications in Digital Marketing or Customer Experience Management.
• Previous experience in the luxury fashion industry.

Why work with us?

We offer a competitive salary package, opportunities for training and development, and a chance to work with a talented and passionate team. We are committed to fostering an inclusive and diverse environment where opportunities and challenges are a priority across many facets in which our business operates.

We are seeking to recruit, promote, and reward our teams according to their professional aspirations, contributions, achievements, and commitment to our values.