CRM, Customer Insights, and Loyalty Director

New York, NY
Job Terms:
Start date:
Posted By:
Tamira Imondi

Job Description:

Our client a Worldwide Clothing + Accessories Retailor, is looking for a Director of CRM, Customer Insights & Loyalty. 

The Director, CRM, Customer Insights, and Loyalty has ownership and responsibility for developing and
driving customer programs that enhance the customer experience through innovative initiatives that focus
on acquisition, retention, and reactivation across all channels and segments. The role requires a high degree
of strategic and analytical ability to develop actionable insights to improve our customers experience, our
business operations and financial results. In addition, this role will be a highly visible member of the digital
team and will need to have a passion for mentorship to their team.

Responsibilities and focus will frequently shift to meet the demands of the business and staffing.
• Develop and drive new cross-channel CRM strategy, innovation and programs across all customer
touch points
• Lead the implementation, measurement, and optimization of CRM campaigns across all channels (in
partnership with cross-functional teams including Finance, Planning, Store and Online Operations
and Brand and Digital Marketing
• Develop a testing infrastructure to support the operational and financial assessment of new
• Lead CRM vendor relationships, develop and maintain successful vendor deliverables, focused on
continuous relationship management and capabilities assessment.
• Evaluate and optimize current segment structure, monitor customer migration across segments, and
establish programmatic approach to continued evaluation and improvement of our segmentation
• Define and monitor success at the program, customer segment and campaign levels. Identify and
report on Health of the Customer KPIs to track effectiveness of the all programs and assess levels of
Brand loyalty over time
• Partner closely with digital and retail teams to determine best ways to acquire new customers,
deepen brand engagement, drive increased spend and average order value.
• Develop and manage an innovative Loyalty or Perks Program, focusing on personalization,
engagement and retention
• Manage all aspects of market research
• Responsible for defining all relevant program and customer segment KPIs, tracking and monitoring
the performance and customer migration within segments, and effectiveness in meeting our
acquisition and retention targets
• Create and facilitate a formal process to report and update all key partners and senior leadership on
all programs, initiatives, and customer KPIsi
• Manage all CRM partner/vendor relationships
• Work closely with our development team and third-party partners to ensure customer data
availability and integrity for reporting, analytics, campaign management, and personalization

Who you are:
• Bachelor’s degree required and Master’s degree a plus
• 8-10+ years of loyalty, analytics, customer insights, and market research experience
• 6+ years in a management role
• Prior CRM/Loyalty program development including detailing functional requirements and experience
in launching loyalty or perks programs
• Technical proficiency and knowledge of CRM database solutions and feeds, loyalty platforms,
campaign management tools and platforms, Google analytics, and BI tools/systems
• Extensive experience analyzing customer behavioral data with deep segmentation experience

Client Description:

Our Client is an Fortune 500 Apparel Retailer that has grown from a single store to a global business throughout its 46 year run!

Talent placed here are given the autonomy to be hands-on decision makers from day one. The company's leadership assumes a supportive role and applies a collaborative management style, offering the guidance and insight to help transform your suggestions into strategies.

This is an environment where co-workers are constantly challenging each other to learn and grow in their roles every day, which energizes the office, and creates forward motion, both on a personal level, and as a company. They’re experimenting with their digital reach, using tech as a catalyst for industry change - both online and in stores. With such robust focus and investment on innovation, employees have the opportunity to directly contribute to the changing landscape of the retail world!

The company culture here is one of relaxed, inclusive community with an ever-present focus on learning and development - both for the individual team member as well as the projects and initiatives that are driving the company forward. And, with tons of cool volunteering opportunities and initiatives, employees have the chance to become influential community leaders as they work for positive change.