CRM Manager job
Vacancy has expired
|Company Type:||Certified B Corporation|
|Impact Area:||Quality of Life|
|Company Name:|| Eileen Fisher|
The CRM Manager will partner with customer knowledge and marketing teams to develop and implement marketing, CRM, lifecycle, and loyalty strategies and programs that successfully build long-term, profitable customer relationships.
This position is responsible for understanding customer behavior to influence business decisions and support brand strategies. This includes analyzing the health of the customer database, identifying customer segments to target with specific content or offers, understanding performance channels, and uncovering data driven insights overall in an effort to better retain and reactivate customers.
Summary of Duties and Responsibilities:
Enthusiastically champion CRM concepts and examples of success to senior leaders in all aspects of the business. Build close partnerships with brand management (Merchandise, Planning, Marketing, and Store Operations) to develop an intimate understanding of brand nuances, category and seasonal marketing priorities, strategies and plans
Lead and manage the health and care of the database and CRM vendor. Drive database and technological advancements to improve level and efficiency of analyses as well as database hygiene
Oversee the execution of ad-hoc reporting, working with internal teams such as marketing, retail stores, digital commerce, store operations, etc. to design actionable customer analyses to improve customer experience, and better understand the business.
Lead, develop and execute the design and implementation of a customer segmentation system and targeting. Identify customer LTV, utilize customer segmentation from third party vendors or internal team resources to develop key customer segments.
Build lifecycle strategies that support direct marketing programs (direct mail, email, social, digital, etc.) and provide reporting to convey results to connecting partners
Review and contribute to analyses of database information and promotional results to evaluate program performance, identify database marketing opportunities, track customer purchasing patterns, and identify actionable insights.
Manage and lead strategy around EF loyalty rewards program
Develop and maintain multi-touch attribution models across channels
Manage vendors and work with internal cross-functional teams (including direct, indirect, and matrixed) to develop and implement a customer contact strategy across all channels. Ensure that the marketing investment is consistent with the expected ROI. Establish policies to ensure a thoughtful communication flow to customers across channels
Collaborate with internal and external business to understand and participate in the development of targeted, relationship marketing programs.Implement, test, optimize, and analyze contact and promotional strategies for customers across the brand
Create an operating environment and establish performance standards that result in industry-leading customer relationship marketing programs and products in a “test and learn” culture. Develop, test and implement traditional and non-traditional methods of retaining and engaging customers, while deepening customer relationships
Manage and develop loyalty program coordinator
Strong time management and organization skills
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