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EILEEN FISHER, INC. · 2 months ago

Sr. Manager of CRM & Customer Insights (Hybrid position in NY Metro area)

Irvington, NY

Full-time

Hybrid

Mid, Senior Level

$125K/yr - $145K/yr

5+ years exp

EILEEN FISHER is a company dedicated to creating sustainable fashion and is seeking a dynamic Senior Manager of CRM and Customer Insights. This role involves leading the customer relationship strategy, uncovering consumer insights, and maximizing the ROI of CRM initiatives using advanced data platforms.

ApparelE-CommerceFashionRetailWomen's

Responsibilities

Own and evolve the company's multi-channel CRM strategy to drive acquisition, engagement, retention and reactivation

In partnership with Email Manager develop triggered lifecycle marketing campaigns (email, SMS, loyalty) powered by Salesforce Data Cloud audiences and insights

Partner with ecommerce, digital, and retail teams to make sure customers have a consistent, connected experience across all the touch points

Optimize the CRM technology stack—including Salesforce Data Cloud and loyalty platform—to support business goals and enhance personalization

Partner with channel managers to identify customer segmentation needs and translate them into actionable segments using first party data for activation across online and offline marketing channels

Partner with store leaders and the retail operations team to deliver customer dashboards that support personalized clientele and in-store engagement strategies

Build a robust customer segmentation and profiling framework using behavioral, transactional, and demographic data within Salesforce Data Cloud

Leverage Data Cloud’s real-time customer profiles and identity resolution to deepen understanding of consumer behavior and journey touchpoints

Collaborate with internal stakeholders (product, merchandising, creative) to apply actionable insights to decision-making

Design and oversee qualitative and quantitative research to uncover customer motivations and evolving needs

Own and evolve EILEEN FISHER’s loyalty program, ensuring it reflects our brand ethos while delivering measurable business impact

Design loyalty initiatives that reward meaningful engagement and deepen emotional connections with the brand

Analyze program performance (enrollment, engagement, redemption, ROI) and optimize based on insights and customer feedback

Collaborate with product, retail, and tech teams to deliver frictionless loyalty experiences across all touchpoints

Define, track, and analyze key CRM performance metrics — including LTV, CAC, churn, repeat rate, RFM, and campaign ROI — to measure and enhance customer engagement and profitability

Deliver actionable insights to the marketing and channel teams to improve and optimize performance across all touchpoints

Build and maintain comprehensive customer health dashboards that visualize key trends, segmentation performance, and engagement KPIs

Conduct deep-dive analyses of customer segments and campaign outcomes to identify growth opportunities and recommend targeted improvements

Leverage Salesforce Data Cloud analytics, A/B testing, and predictive modeling to continuously refine segmentation, personalization, and communication strategies

Present regular performance reports and executive dashboards to senior leadership, highlighting insights that drive strategic decision-making and business impact

Partner with IT, data engineering, and Salesforce teams to ensure data integrity, compliance, and accessibility across the Data Cloud ecosystem

Influence cross-functional teams to prioritize customer-centric strategies and leverage unified data for personalization and growth

Qualification

Salesforce Data CloudCRM strategy developmentCustomer segmentationCustomer analyticsLoyalty program managementSQL proficiencyCommunicationCollaboration skillsLeadership skills

Required

5+ years of experience in CRM, customer marketing in omni channel, or customer analytics, preferably in apparel, fashion, or retail

Proven track record of developing and scaling CRM strategies with measurable impact on revenue and engagement

Strong experience with CRM platforms (e.g., Salesforce Data Cloud, Salesforce Marketing Cloud, Snowflake, Merkle, Iterable), CDPs and analytics tools (e.g., Tableau, Looker, PowerBI GA)

Deep understanding of customer segmentation, LTV modeling, and marketing attribution

Strong analytical and quantitative skills; comfortable with SQL or other data query languages a plus

Experience with loyalty programs, retention campaigns, and lifecycle marketing best practices

Excellent communication, collaboration, and leadership skills