CRM Coordinator - Global CRM

Description

About MCM MCM (Modern Creation München) is a luxury lifestyle goods and fashion house founded in 1976 with an attitude defined by cultural Zeitgeist and German heritage. With a focus on functional innovation and a bold, aspirational spirit, MCM connects with a global audience across music, art, travel, and technology. Distributed in over 650 stores worldwide, MCM is driven to revolutionize classic design with futuristic materials for the 21st Century Global Nomad. Requirements Position Overview Position Overview The CRM Coordinator supports MCM’s global CRM and clienteling operations, with a primary focus on the Americas and support for multi-region initiatives and platform rollouts. This hands-on role keeps CRM running day to day: building client segments, safeguarding data quality, serving as first-line support for clienteling and CRM tools, and producing the reporting that shows how client programs perform. Working closely with Retail, Business Intelligence, Digital, Learning & Development, IT, and global CRM partners, the CRM Coordinator helps turn client data into action for store teams, executing outreach tied to product launches, seasonal moments, and client development programs. The ideal candidate is organized, data-minded, and service-oriented, and is energized by making tools and processes work better for the people who use them. Key Responsibilities Manage day-to-day CRM operations, independently determining segmentation criteria and building client segments and outreach lists that support product launches, seasonal moments, client reactivation, and VIP programs. Recommend refinements to and ensure client tiering and segmentation logic is applied consistently across CRM and clienteling tools. Serve as first-line support for CRM and clienteling tools—triage store issues, manage vendor support tickets through resolution, track release updates, and communicate changes to the field. Support user access and login processes for retail teams in partnership with IT, in accordance with company data-access and security policies. Maintain high standards of data accuracy across CRM, clienteling, and related systems; support data governance and client consent practices in line with applicable privacy laws and company policy so client data remains accurate and compliant. Own recurring CRM performance reporting in partnership with the Business Intelligence team, tracking KPIs such as client retention, reactivation, outreach and appointments, data capture, platform adoption, and campaign ROI; flag trends and data-quality issues and recommend corrective actions. Monitor CRM and clienteling adoption across stores and recommend actions to strengthen engagement and operational efficiency. Participate in user acceptance testing for new integrations, data flows, campaigns, and platform enhancements, providing hands-on feedback before rollout. Maintain CRM process documentation, user guides, and standard operating procedures so knowledge is accessible, current, and transferable. Partner with Learning & Development to train store teams on CRM tools and new features, and support onboarding new hires to client-facing systems. Collaborate with Retail, Merchandising, Digital, Business Intelligence, and global CRM teams to align campaigns with brand objectives and ensure consistency across markets. Partner with stores, customer service, and Voice of Customer teams to gather client feedback and integrate insights into CRM strategies. Experience & Key Competencies Minimum 2 years’ experience in CRM, clienteling, marketing operations, or a related field. Hands-on experience within the Salesforce ecosystem; experience with Salesforce Marketing Cloud and clienteling applications (e.g., Proximity) a plus. Working knowledge of CRM and clienteling platforms, marketing automation/journey tools, customer data platforms, and POS/transaction systems. Advanced Excel and PowerPoint skills, with the ability to create clear, visually compelling reports and dashboards; familiarity with SQL or data platforms a plus. Strong attention to detail and data management discipline. Data-driven mindset with the ability to analyze client behavior, evaluate campaign performance, and translate findings into practical recommendations. Service-oriented troubleshooter who stays calm under pressure and follows issues through to resolution. Clear, organized writer who can document processes and explain tools simply to non-technical users. Comfort using company-approved AI tools, in line with MCM’s AI and data-use policies, to improve productivity and client communication. Exceptional organizational skills with the ability to manage multiple priorities and deadlines. Strong interpersonal skills for working effectively across regions, time zones, and business functions; able to occasionally accommodate early-morning or evening calls with global partners. Quick learner who adapts well to change and thrives in a collaborative, fast-paced team environment. Previous experience in retail or luxury fashion preferred. Salary & Benefits The base salary range listed above reflects what MCM in good faith expects to pay for this role at the time of posting; final offers are based on experience, skills, and internal equity Comprehensive medical, dental, and vision insurance Paid time off and holidays 401(k) retirement plan Employee product discount Opportunity to work in a global luxury retail environment Unique Challenges & Opportunities Coordinating initiatives across multiple markets and regions with varying time zones and business needs. Exposure to global luxury retail CRM strategy and multi-market campaign execution. Hands-on involvement in both the operational and creative sides of CRM, with the opportunity to influence how client engagement evolves. A front-row seat to CRM platform and data evolution, including new integrations, tools, and capabilities. Location: New York City (Fully Onsite) Reports To: SVP of Global Retail Acceleration and L&D Salary: $68,000 – $80,000 base salary annually contingent on experience FLSA Status: Exempt Travel: Up to 20% (store visits and training support) Equal Opportunity Employer MCM Products USA is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, creed, sex, pregnancy, gender identity or expression, sexual orientation, national origin, age, disability, marital or partnership status, caregiver status, veteran or military status, genetic information, height, weight, or any other characteristic protected by federal, state, or local law. MCM provides reasonable accommodations to qualified applicants with disabilities and for pregnancy, religious practices, and other needs as required by law. To request accommodation during the application or interview process, do inform us if you are selected for the process. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the New York City Fair Chance Act.