CRM Manager

YOUR WORK ENVIRONMENT As a CRM Manager, and part of the Clienteling & CRM Department, you will lead the development and execution of CRM strategies and data‑driven initiatives designed to strengthen client relationships, elevate customer experience, and support business growth across North America. In this role, you will oversee CRM campaign management, client insights, reporting, database quality, and performance tracking, while partnering closely with regional and global stakeholders to ensure excellence in CRM execution. You will play a key role in transforming client data into actionable business recommendations and in shaping a more personalized, consistent, and elevated client experience across the region. This experience will enable you to deepen your expertise in luxury client behavior, omnichannel CRM strategy, and customer‑centric decision‑making within a prestigious fashion house. CRM Campaign Management Lead the definition and execution of regional CRM strategies and seasonal action plans aligned with business priorities and client development objectives. Oversee the creation, deployment, and performance analysis of CRM campaigns across online and offline channels, ensuring relevance, consistency, and measurable impact. Drive client recruitment, retention, engagement, and reactivation initiatives through data‑informed campaign planning and targeted actions. Measure campaign effectiveness and return on investment, translating results into clear recommendations for continuous optimization. Job Responsibilities Client Insights, Analytics & Reporting Develop and manage recurring and ad‑hoc client insight analyses to support strategic decision‑making and identify opportunities for business growth. Produce clear, impactful dashboards and reports for regional leadership, headquarters, and key stakeholders, with a focus on client segmentation, engagement, retention, acquisition, and campaign performance. Translate complex data into concise, actionable insights and recommendations for both technical and non‑technical audiences. Conduct deep‑dive analyses, performance tracking, and benchmarking to uncover trends, assess opportunities and support strategic planning. Contribute to the definition, evolution, and documentation of CRM KPIs and reporting best practices. Database Quality & CRM Operations Oversee the quality, accuracy, and consistency of client data across the region, ensuring strong data capture standards and ongoing database enhancement. Partner with stores and cross‑functional teams to improve data collection, qualification, maintenance, and enrichment. Identify data quality gaps and coordinate corrective actions with local and global stakeholders to support reliable reporting and effective CRM activation. Leverage CRM and reporting tools to monitor performance, generate insights, and support operational excellence in CRM execution. Customer Experience & Cross‑Functional Collaboration Contribute to the continuous improvement of customer experience by identifying actionable opportunities through CRM analysis, performance monitoring, and client insights. Partner closely with Retail, Marketing, Communications, Operations, and Headquarters teams to align CRM priorities, share insights, and support coordinated execution. Provide strategic recommendations to enhance client engagement, service effectiveness, and the overall quality of the client journey. Ensure CRM initiatives, communications, and processes are aligned with local regulations and company policies. Profile Education: Bachelor’s degree or above in Marketing, Business, Business Analytics, Data Analytics, or a related field, or equivalent experience. Competencies: Strong strategic thinking and business acumen, excellent analytical skills with the ability to transform data into actionable insights. Technical skills: Strong command of Microsoft Office, especially Excel and PowerPoint, and proficiency in data analysis and visualization tools; knowledge of SQL, Tableau, Power BI, Python/R, or similar tools is a plus. Additional skills: Detail‑oriented, highly organized, comfortable working with large volumes of data, strong project management skills, ability to manage multiple priorities in a fast‑paced environment, excellent interpersonal and communication skills. Customer‑centric mindset with a passion for continuous improvement and service excellence, strong understanding of luxury brand standards and client behavior, agile, proactive, and solution‑oriented approach. Additional Information Experience Minimum 5–7 years of experience in CRM, customer management, data analysis, or a similar role, preferably in the luxury, fashion, or retail industry. Proven experience in developing and executing CRM strategies, campaigns, and reporting frameworks. Experience with CRM platforms and reporting tools such as Salesforce, SAP CRM, Qlik, Tableau, Power BI, or similar systems. Experience in luxury or fashion business is strongly preferred. Languages Fluency in English required; proficiency in French is a plus. OUR COMMITMENT CELINE is an equal‑opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard. We are committed to the prevention of all discrimination, providing equal opportunities to all applicants irrespective of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law. CELINE recruits and recognizes all types of talent and singularities. Compensation and Benefits The compensation for this position ranges from $105,000 – $120,000 annually. The rate of pay offered will be dependent upon candidate’s relevant skills and experience. In addition, there is a comprehensive benefits package including medical, dental, vision, short and long‑term disability, various paid time off programs, employee discount/perks, and a retirement plan with employer contribution. #J-18808-Ljbffr