West Coast CRM Manager

at  TourneauBucherer

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 dynamic CRM Manager to join our local CRM + CX team in the US market, driving client development strategies that align with our global vision and enhance the overall client experience across the West Coast Region.

• CRM Campaign Management: Lead the creation, execution, and tracking/reporting of CRM campaigns to enhance local client engagement and loyalty.
• CRM Metric Monitoring: Generate detailed reports by boutique to share with the Director of CRM and executive team, focusing on client segmentation, retention, engagement, and acquisition.
• CRM Training: Conduct both virtual and in-person coaching sessions to ensure retail teams are proficient and confident in using the CRM system.
• Competence Centre: Serve as the go-to expert for managing and troubleshooting all aspects of the CRM system across the East Coast region, supporting implementation and adoption across retail teams both new and existing.
• Feedback Implementation: Prioritize and relay feedback for app improvements and other technological enhancements to enhance user experience.
• Data Analysis: Utilize Salesforce to manage client insights, and create presentations and reports to analyze performance and inform strategy.
• Cross-Functional Collaboration: Maintain strong, regular communication with headquarters and coordinate with Store Directors to align strategies and initiatives.
• Data Quality and Integrity. Ensure data is accurate, consistent and complete within the system. QUALIFICATIONS
• Experience: At least 5 years of CRM experience, preferably within a luxury and/or fashion environment.
• Team Player: A people-person with a genuine interest in contributing to the success of both the organization and your colleagues.
• Client-Driven: Passionate about enhancing customer satisfaction through continuous improvement in services, processes, and collaborative capabilities.
• Analytical: Strong analytical skills, with a proficiency in Excel, PowerPoint, and Salesforce, capable of translating data into actionable insights.
• Communicator: A confident communicator who can inspire teamwork and excitement around CRM and CX initiatives within our stores.
• Positive Mindset: A positive, driven individual with strong communication skills and the ability to display entrepreneurial courage.