Customer Relationship Manager
We are seeking a driven and passionate Customer Relationship Manager to join our team. As an integral part of the digital team, the Customer Relationship Manager is responsible for shaping customer relationships and driving omni-channel initiatives across domestic & international markets.
This role will involve extracting useful data to help develop meaningful insights that drive a world-class customer relationship management strategy. The ideal candidate will have a strong understanding of customer behavior and expectations, with the ability to translate insights into actionable strategies.
Key Responsibilities:
* Run the implementation and optimisation of CRM systems across global markets, ensuring seamless integration with existing systems and processes.
* Support retail CRM platforms to drive insights and personalised strategies to drive engagement and increased revenue.
* Daily management of loyalty programs using Loyalty Cloud, tailoring it specifically to our premium customer base and brand ethos.
* Create and execute sophisticated, personalised 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.
* Managing acquisition and retention strategies globally.
* Analyse customer behaviour patterns and data to inform product strategy and marketing initiatives, providing actionable insights to key stakeholders.
* Transform customer data strategy through CRM 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 personalisation 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.
* Build and maintain strong relationships with key stakeholders across all departments and markets to ensure aligned customer experience delivery.
* Lead continuous improvement initiatives for CRM and loyalty programs based on customer feedback and performance data.
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 CRM systems and their 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.
What We Offer:
* Competitive salary package.
* Opportunity to work with a talented and passionate team.
* Training and development.