CRM Manager

Job Description
POSITION OVERVIEW
The CRM Manager will support the business to enhance and optimize relationship between Guerlain and its customers in the US. CRM Manager will be tasked with analyzing, managing, and growing Guerlain’s customer experience both for our owned ecommerce, as well as support retail team with wholesale customers.
CRM RESPONSIBILITIES
Develop GUERLAIN CRM strategy and annual action plan to support business needs with clear goal and measurements
Define consumer journeys based on segmentations and client behaviors to enhance creative and relevance of CRM
Shape both online and offline campaigns in line with key markets
Ensure regular upload of marketing campaigns into the CRM system
Identify, explore and manage partnerships/opportunities to expand customer database to acquire new high-profile clientele.
In charge of project management for CRM systems setup and new loyalty programs setup.
CUSTOMER COMMUNICATION CHANNELS
Manage email Marketing strategy (tactical and trigger)
Develop SMS marketing for Guerlain and other new forms of database communication
Grow Guerlain’s database in partnership with media agency and ecommerce team
DATA ANALYSIS & REPORTING
Work on ad hoc reports of customer profiles and shopping patterns
Analyze customer journey to increase experience, and sales
DATABASE & LOYALTY
Drive GUERLAIN data cleansing, usage, capture and enrichment
Ensure always-on proper data accuracy and integrity
Act as a gatekeeper of data privacy and ensure all staff follows the data privacy guideline and customer information is well protected
Kick-off GUERLAIN new loyalty program dedicated to Boutiques and define program initiatives
Coordinate and align on logistics, purchasing and distribution of gifting procedure.
OMNI-CHANNEL RESPONSIBILITIES
Point of contact for broader team for omni-channel clienteling
Lead adoption and growth of BeeGuerlain Clienteling app in owned boutiques
Consolidate wholesale partner data to better unify customer experience
CUSTOMER SERVICE
Collaborate with Ecommerce Team on optimizing CSC experience and relationship
Work with central team to optimize journey and customer experience through our hotline