Title: Director of CRM, Retail

ABOUT US

As a leading retailer in the luxury jewelry and watches market, we're on a mission to redefine the luxury shopping experience and client engagement across the globe. Our dedication to excellence has crafted a legacy of unparalleled experiences, and we're looking for a visionary Director of CRM to spearhead our global CRM + CX strategy in the US market. This pivotal role offers the opportunity to blend artistry with innovation, ensuring our company not only meets but exceeds the expectations of our discerning clientele.

OVERVIEW

As our Director of CRM, Retail, you will architect and execute a sophisticated CRM + CX strategy, harmonizing with our global blueprint, to elevate client retention, acquisition, and brand experience. Reporting directly to the SVP of Business Development & Special Projects, you will be key in transforming data into actionable insights, creating personalized client journeys and fostering brand loyalty that resonates with the luxury essence of our company and stores .

ESSENTIAL JOB RESPONSIBILITIES

• Spearhead the implementation of a cutting-edge CRM system, aligning with our Global Group CRM Team in Switzerland and collaborating closely with local cross-functional teams to enhance the client experience.
• Give insightful analysis on client journeys and segmentation to underpin revenue growth and brand value. Focus on Client segmentation, retention, engagement, and acquisition.
• Oversee CRM metrics, delivering actionable reports to the executive team and boutique network, optimizing communication strategies for impactful engagement
• Champion the development and monitoring of CRM KPIs, integrating client-centric approaches into our broader marketing and business strategies.
• Cultivate strong relationships across global markets, ensuring a cohesive strategy that aligns with our brand's luxury standards and business objectives.
• Leverage and monitor the local CRM + CX budget, ensuring effective allocation of resources for maximum return on investment
• Ensure proper planning and exectution of training and empowerment of local retail and customer service teams on standards and services according to the global brand guidelines and targets assigned.
• Build and lead the local CRM + CX team, fostering innovation, best practices, and a shared vision for exceptional client service 
• Identify, coordinate and drive system improvements based on local requirements

QUALIFICATIONS

•  A Bachelor’s degree in Marketing, Business Administration, or related field, with a preference for candidates with multichannel luxury brand/ retail experience
•   At least 6 years of CRM experience, including 2+ years in a leadership role, showcasing your ability to navigate the complexities of the luxury retail landscape.
• Proficiency in analytics software such as Salesforce, Google Analytics, Power BI, and DeltaMaster, with a knack for turning data into strategic action.
• A leadership ethos that combines analytical rigor with creative problem-solving, driving team excellence and cross-functional collaboration
•   A client-centric mindset, with a passion for crafting personalized, luxury experiences that engage and delight.

Why join us?

Embark on a journey where your work directly shapes the future of luxury retail. Enjoy the flexibility of a hybrid work model while being part of a culture that values innovation, leadership development, and a deep understanding of the luxury consumer. With us, you're not just joining a company; you're becoming part of a legacy of excellence.

SALARY RANGE: $120,000-$140,000

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.