Customer Relationship Management Coordinator

TOD'S Group Americas is currently looking for a CRM Coordinator to join the team in New York City. The CRM Coordinator plays a critical role in strengthening client relationships and supporting the execution of customer engagement strategies across retail channels. This position reports to the Senior CRM Manager, and partners closely with store teams, and potentially HQ to ensure a seamless, high-quality client experience that reflects the values of a luxury brand. Responsibilities span clienteling support, customer journey coordination, CRM platform operations, reporting, delighting and cross-functional collaboration.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Client Engagement & Clienteling Support
• Support store teams in daily, weekly, and monthly clienteling activities/reporting, with the goal of helping Client Advisors build meaningful, long-term relationships with clients.
• Act as an ambassador for CRM and clienteling tools, ensuring store teams adopt and properly utilize digital platforms such as clienteling apps.
• Assist in the execution of client events and in?store activations, contributing to elevated, brand?consistent client experiences.
• Customer Journey & Experience Coordination
• Support the design and continuous improvement of customer journeys across channels, contributing insights and feedback to HQ and regional CRM.
• Assist in implementing and monitoring marketing automation journeys to enhance engagement, conversion, and retention.
• Ensure client interactions across touchpoints are seamless, consistent, and aligned with brand identity.

CRM Operations & Platform Management:

• Support configuration, deployment, and maintenance of CRM and marketing automation systems, including testing and quality checks.
• Maintain CRM data accuracy and segmentation integrity in collaboration with Data & Insights teams.
• Partner with IT and CRM teams to ensure platform enhancements meet business needs.

Reporting & Analytics:

• Monitor and report on CRM KPIs, including client outreach, advisor performance, and campaign results.
• Analyze customer behavior, segmentation performance, and journey outcomes, providing actionable insights to retail and CRM leadership.
• Prepare weekly, monthly, and CRM reports and ROI for campaigns/activations to direct manager

Cross?Functional Collaboration:

• Serve as a liaison between stores/departments facilitating communication and alignment across all tiers of the business.
• Partner with Marketing, Merchandising, Retail Operations, and VM to support integrated customer engagement initiatives.
• Assist in coordinating the rollout of CRM campaigns, assets, and programs across markets and stores.

Client Loyalty & Retention Programs:

• Support the execution of global and regional CRM programs aimed at client retention, reactivation, and loyalty development.
• Contribute to strategies that enhance client lifetime value and strengthen emotional connection to the brand.
• Organize and track ROI reports and provide 16, 30, 60 day returns update.

Administrative & Organizational Tasks:

• Support CRM-related documentation, process tracking, and project coordination.
• Maintain organized records, presentations, and reports for CRM initiatives.
• Assist in ensuring client data compliance, data hygiene, and adherence to privacy standards.

Skills & Qualifications:

• Bachelors degree in marketing, Business, Communications, or a related field.
• 12 years of experience in CRM, clienteling, marketing operations, or retail coordination (luxury experience preferred).
• Strong organizational skills, attention to detail, and the ability to manage multiple tasks.
• Proficiency with Excel, and comfort with data pulling/analysis/reporting.
• Strong communication skills and ability to collaborate with cross-functional teams.
• Experience with marketing automation tools.
• Understanding of luxury clientele behaviors and expectations.
• Familiarity with omnichannel journeys and customer lifecycle frameworks.