The CRM & Loyalty Manager will be responsible for developing and implementing strategies that enhance customer engagement and loyalty, with a focus on maintaining and growing our customer base.
This role requires an innovative individual who can design and execute impactful CRM and loyalty strategies while collaborating with cross-functional teams to deliver exceptional customer experiences.
Key Responsibilities:
CRM Strategy & Execution
- Design and implement CRM strategies to expand the customer base, reduce attrition, and drive repeat business.
- Develop, maintain, and utilize the CRM database to track performance, identify sales opportunities.
- Collaborate with internal teams and to ensure alignment of CRM initiatives across different channels.
- Support the development and execution of sales force customer journeys and clienteling programs.
- Develop CRM KPIs and assist in achieving sales goals.
- Deliver tailored initiatives to engage and increase loyalty among existing customers, including the creation of data-driven programs and client events.
Loyalty Program Management
- Lead the development and implementation of a best-in-class loyalty program, ensuring high engagement and brand loyalty among members.
- Oversee the operational aspects of the loyalty program, including P&L management, reward structure, and ROI analysis.
- Design and execute client engagement initiatives, ensuring a seamless and consistent brand experience across all touchpoints.
- Partner with the CRM team to scale loyalty strategies across North American markets, with a focus on data analysis and member development.
- Track and measure the effectiveness of loyalty initiatives through KPIs such as participation rates, customer retention, and lifetime value.
Technical & Analytical Oversight
- Collaborate with IT team to oversee technical developments and automation within the loyalty program.
- Continuously analyze customer data to improve client knowledge and adapt strategies to customer behavior.
- Share insights on customer loyalty trends with senior leadership and cross-functional teams to inform business decisions.
Rewards Strategy
- Develop and manage the annual rewards plan, ensuring rewards are aligned with customer needs and membership levels.
- Oversee the day-to-day management of reward offerings, including stock management, communication, and logistics coordination.
- Regularly analyze reward program performance to optimize offers and enhance customer satisfaction.
Customer Service & Retail Liaison
- Work closely with the retail teams to address customer feedback, resolve queries, and ensure a high level of satisfaction across the customer journey.
- Support retail teams in delivering exceptional service, training, and clienteling tools to enhance customer experience.
Main Goals & KPIs:
- Member Growth: Drive growth of program members through various channels and monitor the customer lifecycle journey.
- Member Sales: Track performance of loyalty members and measure impact on sales, purchasing behavior, and overall customer value.
- Business Penetration: Enhance e-commerce integration, promoting the loyalty program to boost sign-ups and customer retention.
- Top Client Retention: Activate top clients with exclusive events, premium experiences, and personalized offers.
- Reporting: Provide regular KPI updates.
Qualifications & Skills:
- Proven experience in CRM, loyalty program management, or customer engagement in the luxury retail industry.
- Strong analytical skills with the ability to leverage data to drive strategy and measure performance.
- Expertise in CRM systems : Bloomreach, Talon One and Shopify.
- Exceptional project management skills, with the ability to lead cross-functional initiatives.
- Excellent communication and interpersonal skills to collaborate with diverse teams and manage external partners.
- Deep understanding of luxury customer behavior and how to engage high-net-worth individuals.
- Strong organizational skills with a results-driven mindset.
- French is a plus
Printemps does not provide work authorization sponsorship for this position. Candidates must have legal authorization to work in the United States at the time of application.
Printemps provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Printemps complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates.
Printemps is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at Careers@printemps.nyc
At Printemps, we work together with elegance, and we welcome all applicants for this position. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment. You’ll experience our unique French and Luxury culture, along with our brilliant Ambassadors who will support and inspire you.
