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Fendi · 1 day ago

CRM Director

New York, United States

Full-time

Hybrid

Director/Executive

$150K/yr - $170K/yr

9+ years exp

Fendi is a luxury retail brand seeking a Director of CRM to enhance customer insights and clienteling strategies in the Americas. The role involves developing and implementing CRM campaigns across various channels while leveraging data to drive client engagement and business growth.

Apparel

Responsibilities

Responsible for the integrity and usability of our growing customer data, managing processes for client deduplications and reassignments

Track database performance through critical metric management and reporting using Salesforce and Power BI, while managing CRM Specialist to execute effective reporting

Identify business opportunities to increase value per client and grow the share of business driven by proactive clienteling efforts. Drive KPIs across prospecting, acquisition, retention and reactivation

Turn insights into actions: tell story behind data, drive concrete conclusions and build effective CRM actions and strategy programs, which can be shared via effective presentations with non-technical stakeholders to adopt and implement

Lead the monthly CRM strategy process. In partnership with Merchandising, Marketing, E-Commerce, Private Client Relations and CRM headquarters, develop a comprehensive campaign calendar that supports product and client behavior priorities, and includes one-to-many (e-mail campaigns) and one-to-one (CRM campaigns) to engage clients and prospects

Complete and supervise performance of the campaign calendar by defining and launching targeted audiences and communication assets that can be used for different campaigns, including one-to-one Client Advisor outreach, email, gifting and media

Develop effective presentations and training that range from strategic executive presentations to engaging materials for retail teams, simplifying complex analysis into clear stories and actions

Lead training of novel CRM tools and programs that will directly contribute to client engagement and sales, monitor usage and capture store feedback for continuous improvement

Partner with regional retail teams to mentor and develop store teams that are underperforming on critical CRM/clienteling metrics or programs and develop action plans with measurable results

Partner closely and maintain constant feedback process with the Omnichannel and CRM headquarters team on clienteling applications, campaign calendars, reporting capabilities and troubleshooting of new and existing systems

Partner with the other functional Heads in the Omnichannel team to identify opportunities to innovate by championing new technologies and developing new concepts for Fendi, which can enhance our brand and business in the Americas and globally