CRM Manager

CLIENT PROGRAMS

• Oversee all boutique level clienteling programs and execute strategies outlined by Central CRM including client growth strategies, capture retention initiatives, etc.
• Create and lead local clienteling actions to promote best-in-class CRM practices that drive revenue and promote client retention and growth
• Oversee e-clienteling programs in partnership with the local call center and e-commerce teams such as: identifying outreach opportunities and gifting strategies, decreasing return rate, increasing repeat shoppers, etc.
• Efficiently prioritize execution of projects to meet deadlines and set objectives
• Proactively handle the project roadmaps and suggest initiatives to improve the CRM programs
• Oversee the ambassadors’ program by hosting calls, deck development and managing lesson plans

Applications, systems & tools

• Oversee roll-out, adoption and training of internal clienteling applications across all retail teams
• Partner cross-functionally to collect needs and best practices and outline prioritizes for app development roadmap
• Partner with Central CRM &; IT to lead evolution pilot programs and change management for system updates
• Partner with local and Central IT team to troubleshoot and investigate technical issues

Communication

• Lead the department’s communication for the retail teams
• Build and maintain strong partnerships with other departments and cross functional partners to facilitate clienteling topics across multiple communication channels
• Facilitate CRM actions and communications for retail store openings / closure in partnership with the local Events and Central CRM teams