Director, CRM

Role & Responsibilities:

The Director of CRM will be a data & technology-driven, client-centric professional with an expertise at driving overall retention and qualified acquisition into the David Yurman brand. He/she will be familiar with a wide range of customer segmentation & targeting, loyalty program development, and clienteling support.

The ideal candidate possesses analytical thinking and can work seamlessly with our Analytics & technology team to leverage client insights and turn into actionable CRM strategies & plans. Adept at analyzing marketing campaign effectiveness and sharing ROI analysis with key stakeholders.

Solid understanding of marketing technology & industry trends with strong knowledge of execution for marketing dynamic messaging, personalization & real time insights.

This role sits in the center of technology, data analytics, marketing, channels and process. The role requires turning data and insights to actionable marketing tactics that influence conversion and retention metrics.

Essential Duties & Responsibilities

• Develop and lead CRM Strategies that optimize customer acquisition, engagement, retention and reactivation, leveraging customer data to personalize interactions
• Build comprehensive journeys across email, SMS, direct mail, clienteling and digital channels, ensuring a seamless experience
• Work cross functionally across data, marketing, retail channels, ecom channel, digital marketing channels to enable an integrated marketing framework.
• Work with Marketing team on incorporating CRM plans & programs into 360 Marketing strategies, directives and recaps
• Defines segmentation strategies and manage customer lifecycle initiatives to drive key KPIS including LTV, retention, and loyalty
• Leverage customer data platforms (CDPs) and CRM systems to capture actionable insights on customer behavior, preferences and interactions.
• Utilize predictive analytics to anticipate customer needs and proactively drive engagement through personalized outreach
• Gather requirements and build a voice of the customer strategy enabling customer feedback collection via multiple channels and touch points.
• Solid understanding of NPS and CSAT metrics and how to use these insights to measure customer sentiment and experiences across channels
• Collaborate with Data Science and Analytics teams to monitor and report on key metrics, adjusting strategies based on performance insight
• Develop and execute all components of Customer Loyalty program and measure effectiveness
• Develop comprehensive clienteling strategy and tools to support DY Retail boutiques
• Continuously evaluate program effectiveness, making data-driven adjustments to enhance client satisfaction and program impact.
• Implement tools and technologies that empower sales associates to provide personalized outreach, product recommendations and one-one-one service
• Manage budget related to CRM activities and measure ROI of each initiative
• Manage and develop team

Qualifications

• Minimum of 6+ years working experience in CRM/direct marketing; proven trajectory of success in past roles; minimum of 3 years in a leadership role
• Experience in Omnichannel Retail CRM, luxury a plus
• Experience in retail industry a must
• Proven success in developing and managing CRM, Loyalty and Clienteling platforms
• Proven record of implementing CRM program enhancements in multi-national business
• Passion for understanding consumer insights and consumer behavior and experienced with insight tool sets
• Experience in managing a team
• High Proficiency in Microsoft Excel, SQL & Tableau
• Deep knowledge in segmentation and targeting strategies
• Strong communication skills, both written and verbal
• Strong quantitative skills and the ability to frame business problems analytically
• Proven working ability in the following areas:
• Strong understanding of financial metrics

Education

Bachelor’s degree in related field required- mathematics a plus

Travel

Some travel required

Estimated Salary Range

$160,000-180,000 per year

Base pay is one component of David Yurman’s total compensation package, which may also include the following for eligible employees: access to healthcare benefits, 401(k) plan, bonus, employee discounts, Summer Fridays (corporate roles), generous paid time off, sick time, and more.