Global CRM Manager

1 month ago

Gurgaon, Haryana, India MICHAEL KORS Full time
Unlock Your Potential as a Global CRM Manager at Michael Kors

At Michael Kors, we're seeking a highly motivated and experienced marketer to join our Consumer Marketing team as a Global CRM Manager. This role sits within the Global CRM team, overseeing database growth, customer retention, the KorsVIP loyalty program, and the instore clienteling app.

Key Responsibilities:
  • Develop and execute comprehensive retention marketing & loyalty strategies to increase customer lifetime value and reduce churn rates.
  • Redefine Customer segmentation strategy & optimize audience strategies across all consumer marketing channels to tailor messaging to specific customer segments, driving increased engagement and loyalty.
  • Plan, execute, and optimize multi-channel retention campaigns across direct mail, email triggers, and other relevant channels, ensuring timely delivery and maximum effectiveness.
  • Develop and orchestrate cross-channel customer lifecycle journeys & expand behavioral trigger programming leveraging automation to optimize engagement and improve retention – including Email & SMS acquisition initiatives, onboarding journeys, nurture, and win-back programs.
  • Manage and optimize our loyalty program across US & CA, including the development of rewards, and benefits to incentivize repeat purchases and strengthen customer loyalty as well as build the roadmap for future international expansion.
  • Set global CRM strategy to grow our customer database & partner with regions to localize based on local specificities or requirements, identifying opportunities to improve customer data quality through new processes and technologies.
  • Analyze customer data and behavioral insights to identify trends, opportunities, and areas for improvement. Utilize findings to optimize campaigns and drive continuous improvement.
  • Partner with Analytics to define, track, and report on key retention metrics, including churn rate, customer lifetime value, retention rate, and engagement metrics. Use insights to inform decision-making and drive results.
  • Solicit and analyze customer feedback and sentiment data to identify pain points, opportunities, and areas for improvement, and use insights to inform retention strategies and tactics
Requirements:
  • Bachelor's Degree or equivalent
  • Ability to work in NYC office 3 days a week
  • 5+ years of experience in retention marketing or CRM, with a proven track record of driving results.
  • Experience with CRM platforms, marketing automation tools, and analytics platforms.
  • Strong analytical skills and proficiency in data analysis tools such as Adobe Analytics, Excel, or Tableau.
  • Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
  • Creative thinker with a customer-centric mindset and a passion for delivering exceptional customer experiences.
  • Strong Organizational & Project Management Skills
What We Offer:
  • Generous Paid Time Off & Holiday Schedule
  • Summer Fridays
  • Internal mobility across Versace, Jimmy Choo and Michael Kors
  • Cross-brand Discount
  • Exclusive Employee Sales
  • Fav 5 Cards (MK Discount for friends and family)
  • 401k Match
  • Paid Parental Leave
  • Thrive Wellness Program
  • Commuter Benefits
  • Gym Discounts

At Michael Kors, we're committed to creating a diverse and inclusive workplace where everyone can thrive. We're proud to be an equal opportunity employer and welcome applications from all qualified candidates.

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