CRM & Loyalty Manager – Luxury Omnichannel Experience

il y a 3 semaines

Paris, France EviDenS de Beauté Temps plein

Position Overview:About the Role As CRM & Loyalty Manager, you will play a strategic and operational role at the heart of the brand’s customer engagement journey. Reporting to the Head of Digital, you will design and operate a seamless omnichannel CRM strategy (email, SMS/WhatsApp …) to maximize qualified traffic across all sales touchpoints (online & offline), accelerate loyalty conversion, and strengthen our VIP community worldwide.You will act as the guardian of customer knowledge, crafting meaningful and personalized experiences that reflect the refinement and excellence of the brand.Main Responsibilities:1. Strategy & Customer Journey•Define and lead the omnichannel CRM strategy to enhance customer lifetime value and overall database performance.•Design and operate cross-channel communication campaigns (email, SMS, push notifications, and emerging touchpoints) aligned with audience segmentation and business priorities.•Develop creative and engaging CRM content across all channels, from concept to copywriting and delivery, in keeping with the Brand’s tone and visual identity.•Build and optimize automated workflows (welcome series, cart abandonment, reactivation, loyalty progression) to strengthen engagement and conversion.•Implement A/B testing frameworks to continuously refine CRM effectiveness.•Ensure data quality and deliverability, safeguarding the integrity of all CRM operations.2. Analysis, Optimization & Innovation•Monitor CRM performance through tailored dashboards and KPIs (deliverability, traffic, conversion, incremental revenue, CLV, churn, repeat purchase rate).•Analyze customer data to identify key segments, behaviors, and trends, translating insights into actionable growth strategies.•Continuously explore and implement innovations in CRM tools, personalization, and automation, adopting a “test & learn” approach.•Collaborate with cross-functional teams (-> Retail) to design customer journeys that elevate the experience and drive conversion & in order to build a synchronized commercial activation.•In North America, accelerate CRM growth by strengthening customer databases and activating local media and social channels as CRM relays.Profile & Skills:•Master’s degree from a top business school with a specialization in Marketing or Digital.•Minimum 4–5 years of experience in CRM within the luxury, fashion, retail, or international e-commerce industries.•Expertise in Klaviyo platform.•Strong analytical skills, ROI-oriented, and operational excellence mindset.•Highly organized, detail-driven, and customer-obsessed with a “zero-defect” approach.•Tech-savvy and curious, with a passion for innovation and digital excellence.•Fluent in English (written and spoken); proficiency on the US market a +.Compensation:•Localization : Paris, FRANCE•Fixed salary: €45,000/ €48,000 gross annually•Performance-based CRM & E-commerce Incentive Program

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