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About the Role
The CRM Manager is responsible for leading the execution of US CRM Omnichannel Campaigns (Email, SMS, Clienteling), ensuring campaigns and triggered journeys are delivered with excellence, accuracy, efficiency, and on time to animate our consumer database. This role translates lifecycle strategy into high-quality customer journeys and communications, overseeing all stages of marketing campaigns from design to performance tracking. The ideal candidate combines a strong client mindset with exceptional operational excellence, a passion for luxury client experience, and strong logical thinking.
Responsibilities
- Define the CRM Communication Plan – including Email, SMS and Clienteling, for one-shot and triggered campaigns – covering Masterclass, Marketing, Loyalty, Event Content – to drive member acquisition, repeat purchase, engagement and retention.
- Use segmentation and targeting strategies, as well as personalization content to create effective communication.
- Partner with Central CRM teams to adapt international CRM guidelines to the specificities of the US market.
- Manage the end-to-end CRM communications (Emails, SMS, Clienteling, One-shot & Triggers), from design to launch.
- Lead continuous improvement of the CRM campaigns with data insights, data use-case and data products, as well as personalized content.
- Run A/B Test and Innovation Program, measure performances, continuously improve and optimize the communication engagement and effectiveness metrics.
- Manage the end-to-end technical configuration of CRM workflows and customer journeys within the marketing automation platform.
- Ensure the daily monitoring and deployment of the triggered campaigns and apply the first troubleshoot actions to fix any issue.
- Work hand in hand with IT Team to build complex triggered campaigns and fix any technical issue impacting the delivery of the communications.
- Manage complex workflow to ensure effectiveness of the target and data, as well as supporting the portfolio assignment.
- Build and maintain campaigns dashboards to track key KPIS.
- Track A/B Test performances, share results with CRM & Content Team, and incorporate learning into the upcoming plan.
- Conduct in-depth analysis of the campaign performance during the KCP to enhance future campaigns strategy and support the communication strategy.
- Actively contribute to the Monthly CRM report to oversee the performance of each channel, propose optimization and activable next steps.
- Report regularly to leadership on the optimization roadmap.
- Partner closely with Digital, Retail, IT, and Central CRM teams to align CRM initiatives to business priorities and ensure client experience.
- Support E-commerce and Digital Teams to reach our weekly, monthly and yearly targets, incorporate into the CRM plan the product launches, key animation, members exclusive, offer, shipping information, services, etc.
- Collaboration with Retail teams to build strong clienteling plans to convert prospects and develop each client value among the pyramid, as well as drive to store communication via email and sms to give more visibility to our boutiques and recruit new clients.
- Replicate, adjust and launch the clienteling plan for Customer Care based on business priorities and needs, define and allocate accordingly client into e-BCs portfolio.
Requirements
- Bachelor’s degree in Marketing, Business, or related fields
- 5-7 years of experience in CRM, Lifecycle Marketing, Digital Marketing, Customer Engagement, preferably within luxury retail, beauty, fashion, or premium consumer brands.
- Proven experience leading CRM plans and execution across email, SMS, clienteling, loyalty, personalization, and customer lifecycle programs.
- Strong logic spirit and operational execution is essential, hands-on experience with CRM tools such as Adobe Campaign, Salesforce Marketing Cloud or equivalent is preferred.
- Highly organized — be able to manage multiple initiatives simultaneously, stay flexible, agile, and best partner, meet deadlines and ensure communication deployment accordingly.
- Detail-oriented, proactive, and comfortable operating in a fast-paced, matrixed organization
- Clear understanding of CRM platforms, marketing automation, customer segmentation, and omnichannel marketing.
- Experience partnering with Analytics, Product, Technology, and Retail organizations to deliver client-centric initiatives.
- Strong analytical mindset with the ability to translate complex data into business strategy.
- Excellent communication, presentation, and leadership skills.
- Passion for luxury client experience and delivering elevated consumer journeys.
- Ability to thrive in a fast-paced, collaborative environment while balancing strategic planning and operational execution.
Skills
- CRM
- Lifecycle Marketing
- Digital Marketing
- Customer Engagement
- SMS
- Clienteling
- Loyalty Programs
- Personalization
- Customer Lifecycle Programs
- Adobe Campaign
- Salesforce Marketing Cloud
- Marketing Automation
- Customer Segmentation
- Omnichannel Marketing
- Analytics
- Communication
- Presentation
- Leadership
Location
- US
Work Type
- Full-time
Experience Level
- 5-7 years
Education Level
- Bachelor’s degree
Salary/Compensations
- USD 100,000.00 - USD 140,000.00 yearly
About the Company
- From 1946, people of the House of Parfums Christian Dior in France and around the world embody the spirit of excellence, creativity, and the unique savoir-faire of its creator, the couturier-perfumer Christian Dior.
- Revolutionizing the codes of French elegance and luxury with its perfumes, combining tradition and daring innovation in makeup and skincare, we reinvent every day the Dior style and affirm beauty and joy in its entirety.
- Parfums Christian Dior invites you today to join its North America teams.
- Parfums Christian Dior is part of the LVMH Group.
Equal Opportunity
- All your information will be kept confidential according to EEO guidelines.