Baccarat · 4 hours ago
ECommerce & CRM Manager
Corporate - NY, New York, NY, US
Full-time
Hybrid
Senior Level
$120K/yr - $130K/yr
5+ years expBaccarat is a luxury brand seeking a Manager, Ecommerce & CRM for North America to lead their digital commerce and client engagement strategies. The role involves driving traffic, conversion, loyalty, and revenue growth while coordinating with various teams to ensure a seamless customer experience across all touchpoints.
FashionLifestyleManufacturing
Responsibilities
Localize and execute the global ecommerce roadmap for the U.S. market, ensuring alignment with brand direction and commercial priorities
Oversee UX, UI, onsite content, navigation, and digital merchandising to optimize the NA customer journey
Act as U.S. webmaster, adapting global activation plans, building localized landing pages, and ensuring timely updates for all campaigns and product launches
Lead weekly site checks before and after releases to ensure accuracy, functionality, pricing, accessibility, and compliance
Participate in global workshops and UAT to define NA-specific requirements for new digital features, tools, and enhancements
Partner with Operations and internal teams to ensure product availability, correct merchandising, and data accuracy across the ecosystem
Conceive and execute the U.S. digital acquisition strategy (SEO, SEM/SEA, Paid Social, Display, Affiliates, Retargeting), in collaboration with internal teams and external stakeholders
Align NA media execution with global brand and media guidelines
In partnership with Marketing, provide media targets, KPIs, and budget recommendations for all paid and organic channels
Coordinate annual and monthly media calendars to ensure consistency across campaigns, launches, and commercial moments
Partner with the Ecommerce team at Paris HQ to create and implement CRM strategy, encompassing database growth, segmentation, personalization, and lifecycle management
Lead the U.S. deployment and activation of all global CRM programs, including acquisition, engagement, retention, and reactivation
Manage the U.S. CRM communication calendar and oversee end-to-end campaign execution, QA, and optimization
Partner with global CRM teams to activate lifecycle journeys, personalization, and segmentation across email and onsite experiences
Develop behavioral and trigger-based automation to drive engagement, retention, repeat purchase, and customer lifetime value
Utilize Salesforce Data Cloud and CRM insights to enhance media targeting, segmentation, and lookalike modeling
Strengthen omnichannel CRM by partnering with Retail to elevate clienteling workflows and connect online and boutique journeys
Train and support retail teams on Salesforce ClientConnect, ensuring best-in-class usage, adoption, and data capture
Monitor, analyze, and report on CRM KPIs including engagement, retention, repeat purchase, churn, and database growth and translate CRM insights into actionable recommendations for ecommerce, retail, and media strategies
Manage assortments, seasonal refreshes, and activation calendars for NA, in partnership with Marketing and HQ
Oversee site content creation and localization (copy, visuals, translations), ensuring consistency with NA market positioning
Ensure accurate execution of product launches, promotions, and merch flows across all ecommerce touchpoints
Consolidate and analyze ecommerce and CRM performance across traffic, conversion, AOV, acquisition channels, retention, and ROI
Provide actionable insights and commercial learnings to inform both NA and global strategy
Use analytics to identify gaps, propose corrective actions, and drive ongoing improvement in UX, conversion, and customer satisfaction
Partner with BI, IT, and global teams to ensure accuracy and consistency of data reporting
Qualification
Required
Bachelor's or Master's degree in Marketing, Business, Digital Commerce, or a related field
5–8+ years of experience in Ecommerce, Digital Marketing, and CRM, ideally within premium, heritage, or design-focused brands
Experience managing digital acquisition budgets, omnichannel programs, and ecommerce performance
Proficient in Salesforce Commerce Cloud, Salesforce Marketing Cloud, Google Analytics, and digital advertising platforms
Strong analytical and strategic thinking, paired with operational rigor
Expertise across SEO, SEM, Paid Media, CRM, digital merchandising, and conversion optimization
Strong communication and stakeholder management skills across markets and functions
Ability to lead multi-agency workflows and cross-functional teams
Fluent in navigating global/regional matrices
Preferred
French is a plus
Company
Baccarat
Baccarat is a French luxury brand internationally renowned as a leader in high-end and exclusive crystal products.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2017-06-04Acquired
2012-07-12Post Ipo Equity
2000-12-15IPO
Leadership Team
Laurence Nicolas
Group CEO
Recent News
Company data provided by crunchbase