CRM Project Manager

your missionS

• Identify and implement innovative opportunities to cultivate long-term client engagement and loyalty. 
• Collaborate with 360° Brand Activation, CX, and Product teams to design journeys across diverse audiences and channels. 
• Define audience segmentation and prioritization strategies to optimize campaign effectiveness. 
• Orchestrate personalized one-to-one and one-to-many interactions across online and offline channels, including clienteling ceremonies. 
• Leverage all relevant marketing content, tools and triggers to enhance client engagement. 
• Partner with Regions to validate the feasibility of campaign and journey plans, incorporating their specific requirements. 
• Champion the consistent application of our strategic frameworks across Marketing teams and Regions. 
• Collaborate with our external agency to ensure the testing and execution of all journeys within our omnichannel campaign management system. 
• Coordinate tasks and communication between the agency, markets and HQ to drive efficient execution from initial requirements to final delivery. 
• Manage expectations across HQ and markets throughout the delivery process, proactively addressing risks and escalating issues as needed. 
• Proactively manage in-flight requests while maintaining focus on the planned forecast. 
• Analyze long-term engagement, conversion, and repurchase patterns. 
• Monitor and report on the operational performance of journeys, evaluating their impact on sales and client satisfaction. 
• Develop and implement a robust test-and-learn strategy. 
• Serve as a central point of contact for the Maison's needs, prioritizing change requests with the Group Product Owners and ensuring a streamlined testing and validation process. 
• Provide recommendations on the marketing automation platform to enable effective journey strategies. 
• Collaborate closely with Group stakeholders to stay informed about new functionalities and identify opportunities to optimize journeys. 
• Stay actively involved in data model updates and evolutions to ensure data integrity and accuracy. 

your profile

• 5-8 years of proven experience in CRM, client engagement strategies and project management, preferably within the premium or luxury industry. 
• Strong understanding of the luxury market, client expectations, and brand values. 
• Excellent communication, interpersonal, and presentation skills. 
• Analytical and problem-solving skills with a data-driven approach. 
• Proficiency in Salesforce or other CRM platforms. 
• A bachelor's degree in marketing, business, or a related field is required.