Engagement Summary:

Using customer data to develop data-centric, actionable insights for each of our omni channel customer experiences (Retail/Clienteling, Atelier Direct, Ecommerce, CCC/Digital Personal Stylists), the CRM Consultant will be a key contributor to maximize Lafayette 148’s customer acquisition and retention by developing new reporting, analysis and channel strategies.

This is anticipated to be an on-site, 3 day/week, 6-month engagement (possibility of extension).

Scope to include the following reports, customer insights and actionable data:

• Customer prospect (non-buyers) – if and why are they engaging
• Customer acquisition – based on information collected from multiple sources including most recent post-purchase survey, consumer qualitative research, web tags and new customer registration – determine how these customer found Lafayette 148, what are they buying and sales stats
• Customer retention – drawing from date collected through web surveys and consumer qualitative research – determine if there was growth, stagnation or decline and what behaviors behind
• Customer loss/lapsed – looking by channel at reasons for loss/lapse to develop a reactivation strategy
• Identify gaps in data collection based on KPI’s and segmentation results
• Introduce best practices in reporting cadence and managing omni channel requests and optimization needs
• Customer profiles/segmentation & customer journeys
  • Identify customer profiles/segments based on value/customer shopping and purchase behavior
  • Continue optimization of customer journeys
  • Apply knowledge to optimize customer touchpoints/customer journey
  • Identify opportunities w/in the customer-lifecycle journey
• Campaign/program measurements – build measurements:
  • VIC Program/Loyalty Program
  • Promotional Campaigns/Programs
  • Marketing Programs

Skills & Experience:

• 7 years of CRM experience
• Excellent understanding of marketing KPIs, segmentation experience and automation/systems experience
• Salesforce Data Cloud/Marketing Cloud experience preferred
• Strong attention to detail
• Proactive thinker with ability to troubleshoot/problem solving and follow-up skills
• Excellent communication skills and the ability to interact across departmental divisions
• Must be a team player and be able to multi-task in a fast-paced environment