Manager, CRM

• Compensation: USD 100,000 - USD 140,000 - yearly

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.

The CRM Manager is responsible for leading the execution of the US CRM Omnichannel Campaigns (Email, SMS, Clienteling), ensuring one-shot campaigns and triggered journeys are delivered with excellence, accuracy, efficiency and on time to animation our consumer database.

Reporting to the Senior CRM Manager, this role translates lifecycle strategy including Loyalty, Services and Event, as well as Marketing animation plan into high quality customer journey and communications.

This position oversees all stages of marketing campaigns: design, set-up, launch and performances tracking. The role partners closely with Digital Team – Strategy, E-commerce, E-merch, Content and Customer Care as well as Retail, Technical, Data and Global CRM teams to delivery best-in-class client experiences and activations. This person will play a crucial role in maintaining and optimizing our CRM activations.

The ideal candidate combines a strong client mindset with exceptional operational excellence, a passion for luxury client experience and strong logical thinking.

• 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: client tier, client and purchase behavior, category affinity, intention to purchase etc.
• 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 - preparation of the CRM plan, campaign briefing and follow-up with creatives and copyrighters, validation with US & HQ partner, proposing target audience, configuring campaigns, running proofs, scheduling campaigns and conducting post-campaign reporting.
• 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 – from one-shot communications to triggered communications via Emails, SMS, Clienteling.
• 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: volume, click rate, revenue, order, AOV, session, conversion rate and…