Manager/Senior Manager - CRM

Description:

This role is about using customer data to improve relationships with high-value clients, especially in a luxury or premium brand environment.

The CRM Manager will:

- Understand customers deeply Segment them (VIPs, premium buyers, etc.) and study how they shop across stores, website, and events.

- Turn data into action Use insights to improve loyalty, repeat purchases, and overall customer lifetime value.

- Improve personalized marketing Ensure customers receive relevant, well-timed communication without being over-contacted.

- Track performance Monitor key metrics like retention, engagement, and customer lifetime value, and present reports to leadership.

- Support store and clienteling teams Help sales advisors understand their customers better and build stronger relationships.

- Ensure clean and compliant data Maintain data quality and work closely with IT, e-commerce, retail, and brand teams.

- Lead and influence Guide CRM analysts and present insights in a strategic way, acting as a business partner rather than just a reporting person.

Ideal Profile

- 6 to 10+ years in CRM, analytics, or customer insights.

- Experience in luxury or premium retail brands.

- Strong in analytics tools (SQL, Tableau, Power BI, Salesforce, etc.).

- Someone who understands that luxury customers value personalization, exclusivity, and long-term relationships not mass marketing.