Customer Relationship Management Analyst

RE-IMAGINA - PLAY YOUR PART. EVOLVE ICONIC.

At Ferragamo, we're more than just building a Brand We are redefining luxury fashion.

Committed to evolving and innovating sustainably, we bring a unique blend of elegance and modernity that has always defined us. with the unique blend of elegance and contemporary that have always defined us. We make our clients feel energized, surprised, and valued. All with an unwavering passion for Italian craftsmanship.

You’re more than just joining a Team.

We are proud of our inspiring and engaging spirit. In each of our stores around the world, you will find passionate, positive, and empathetic colleagues creating lasting impressions for life. Together, we drive excellence and innovation, while taking responsibility for our decisions. We win together with Passion. Thinking and succeeding as one team.

Together, let’s evolve iconic.

Founded in 1927 by Salvatore Ferragamo, the Group is a key player in the global luxury industry, known for its expert craftsmanship and exquisite range of shoes, leather goods, apparel, silk products and accessories. Our dynamic team, consisting of approximately 3,800 committed professionals, is based across our Florence Headquarters and regional offices around the world and also extends to around 400 directly operated stores throughout Europe, the Americas and Asia. Our creations are more than just unique and exclusive – they embody the heritage and savoir-faire that are the hallmarks of our Brand.

Ferragamo is certified as a Great Place to Work (learn more about the certification here).

The CRM Analyst will work with our retail, eCommerce, and marketing teams to develop an understanding of our customers across all aspects of their experience with the brand. With key focuses on lifecycle & omni-channel development, the CRM Analysist will support an array of marketing programs and provide insights, analysis and recommendations that improve marketing effectiveness. They partner with headquarters and Marketing Director to identify campaign targets, set benchmarks, pull customer lists, orchestrate deployment activities, and report on all planned campaigns. This role will provide critical support in informing strategic marketing decisions and objectives, driving traffic, and generating sales while enhancing the customer and brand experience.

Responsibilities:

Consumer Lifecycle & Omni-Channel Development

• Support evolution of lifecycle touchpoints across primary, outlet & ecommerce, developing strategies to nurture prospects to VICs.
• Lead seasonal gifting targeting strategies for offline & online clients.
• Work with HQ Partners, Ecommerce, Digital, to support implementation of new technologies facilitating consumer lifecycle.

Segmentation & Commercial Targets

• Manage, define and create targeted client lists for client and brand engagement activations (offline & online).
• Use data to Brief, build and deploy regional programs, engagement, or commercial initiatives.
• Support local newsletter segmentation efforts in partnership with Ecommerce & HQ teams.
• Work with HQ to define key new segments, providing key data, trends & analysis.

Reporting

• Develop analysis and reporting focused on performance metrics around the profitability of new and existing retail, outlet and e-Commerce customers.
• Define, Develop & monitor CRM KPIs and benchmarks for primary, ecommerce & outlet channels. Support focus doors through bi-monthly & quarterly reports.
• Provide regular reporting and insights on lifecycle programs, identify trends, include recommendations and make data-driven optimizations to reporting.
• Present findings to business leadership, department leads, cross-channel colleagues and store managers.

Qualifications:

• Bachelor’s degree in business with a focus on quantitative fields (statistics, data science) preferred.
• 3-4 years analytics experience, preferably in a luxury environment. Previous experience with Power BI is preferred.
• Proficient in excel (data formulas, pivot tables, etc).
• Excellent analytical and problem-solving skills with a strong attention to detail as well as exceptional verbal and written communication skills; Ability to build reports and summarize data in meaningful way.
• Curious, proactive, self-motivated thinker; asks the why and what now? Driven by customer-centric mindset and deep understanding of customer expectations (internal & external).
• Excellent organizational and time-management skills; ability to multi-task and prioritize responsibilities in line with business objectives, react to shifting priorities while adhering to deadlines. Attention to detail is essential. Strong interest in data analysis and interpretation.
• Strong oral and written communicator with demonstrated experience translating analytics findings into business insights and influencing business stakeholders to drive action and optimize business performance.

Equal Employment Opportunity Statement

Ferragamo USA Inc. and its subsidiaries is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability, or membership in any other protected class under applicable law.

Disability Accommodation

Ferragamo is committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.