What are the responsibilities and job description for the Senior Manager of CRM Analytics & Client Experience position at GIVENCHY?
We are looking for an experienced Senior Manager of CRM Analytics & Client Experience eager to advance their career by working in a fast-paced environment for an innovative and rapidly growing team. This is an incredible opportunity to join Givenchy's Client Development team at a very exciting, yet crucial time for the company's expansion.
Reporting to the Senior Director of Client Development of North America, the Senior Manager of CRM Analytics & Client Experience defines and drives CRM strategy to strengthen customer acquisition, engagement, and loyalty, while contributing to sales growth and excellent customer experience. This role will transform data insights into targeted outreach strategies, foster hands-on collaboration with Boutique leaders, and conduct weekly Team Briefings (TB’s) with Fashion Advisors on book development. This role will also support events and activations in the boutiques as business needs dictate.
In close collaboration with central and local teams: Data, Clienteling, Training, Digital, Retail, Omnichannel, and IT as well as with the LVMH group, you contribute to the development and evolution of customer engagement platforms and orchestrate a highly personalized communication strategy across all channels. You ensure the creation of synergies throughout the customer journey by leveraging detailed data analysis to offer relevant and individualized interactions.
Job Responsibilities
Key Responsibilities
Global CRM Strategy
Events & Activations Support with execution of client events and activations in the boutiques designed to drive retention, acquisition, and lifetime value. Curate invitation lists strategically based on client segmentation, purchase history, and future potential. Lead highly personalized outreach initiatives, ensuring thoughtful pre- and post-event follow-up to maximize engagement. Track and analyze event performance, including sales generation, client retention impact, and new client conversion metrics. PROFILE: You have significant experience of at least 5 years in CRM, digital marketing, and/or client management, in collaboration with external partners. Strong sensitivity to customer experience and personalization of customer relationships. Ability to coach elevated client engagement and luxury communication behaviors Solid analytical skills and proficiency in CRM systems, salesforce, and data tools Exposure to Salesforce Marketing Cloud or comparable solutions is essential. Technical proficiency in CRM systems, Excel, and PowerPoint Demonstrable experience leading outreach strategies and managing campaign execution across customer channels/touchpoints. Proactive and eager to participate in innovative projects and work cross-functionally. Good understanding of omnichannel environments and retail. Fluent English is essential.
Additional Information
Employee benefits: At our Maison, we offer a generous benefits package including medical insurance, bonus structure, paid time off, holiday pay, 401k, automatic employee contribution, and more
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, and to perform crucial job functions.
The compensation for this position ranges from $110,000 - $125,000 yearly. The rate of pay offered will be dependent upon candidate’s relevant skills and experience. In addition, there is a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks, and a retirement plan with employer contribution
Reporting to the Senior Director of Client Development of North America, the Senior Manager of CRM Analytics & Client Experience defines and drives CRM strategy to strengthen customer acquisition, engagement, and loyalty, while contributing to sales growth and excellent customer experience. This role will transform data insights into targeted outreach strategies, foster hands-on collaboration with Boutique leaders, and conduct weekly Team Briefings (TB’s) with Fashion Advisors on book development. This role will also support events and activations in the boutiques as business needs dictate.
In close collaboration with central and local teams: Data, Clienteling, Training, Digital, Retail, Omnichannel, and IT as well as with the LVMH group, you contribute to the development and evolution of customer engagement platforms and orchestrate a highly personalized communication strategy across all channels. You ensure the creation of synergies throughout the customer journey by leveraging detailed data analysis to offer relevant and individualized interactions.
Job Responsibilities
Key Responsibilities
Global CRM Strategy
- Define and drive the global CRM strategy in line with the Maison's objectives, in close collaboration with the Data Client, Clienteling, and Digital Marketing teams.
- Implement a highly personalized customer communication strategy, data-driven and adapted to different customer segments.
- Be a key player in defining and implementing our global customer acquisition, engagement, and retention strategy, by defining and launching the CRM communication strategy through one-to-one and one-to-many campaigns.
- Build the customer lifecycle strategy through customer journeys, collaborating with central and regional teams to unify vision, automate, personalize, and orchestrate communications across all channels.
- Lead the evolution of the clienteling application to make it a data-driven decision-making tool, fostering localized clienteling and 1-to-1 e-commerce, in partnership with central teams, regional teams, stores, and the LVMH group.
- Structure and maintain a global customer outreach calendar, leveraging data and customer insights to identify key journey moments and engagement opportunities.
- Develop, plan, and optimize customer engagement programs through relevant local CRM campaigns and initiatives.
- Develop and integrate technologies into specific regional platforms (WeChat, Line, Kakao, etc.).
- Collaborate with an analyst to measure the impact of CRM campaigns and identify areas for improvement.
- Develop clienteling tools and practices to support retail teams in building lasting relationships with customers
- Promote a personalized approach to customer relationships to optimize long-term value and loyalty.
- Define fluid and consistent omnichannel customer journeys between boutiques, e-commerce, and digital channels.
- Work closely with local teams to deploy the CRM strategy and ensure its adoption across different markets.
- Partner with the Store Director to establish and monitor weekly and monthly client KPIs, including proactive outreach, appointment productivity, CRM data capture and enrichment, and new client acquisition.
- Conduct monthly 1:1 sessions Fashion Advisors to review and elevate individual Clients books, providing structured feedback and coaching to drive consistency, accountability, and performance improvement..
- Collaborate cross-functionally with Data, Digital, Retail, Omnichannel, Marketing, and IT teams.
- Manage the evolution of the Salesforce CRM database, in collaboration with the IT team, ensuring data quality and the efficiency of collection processes across all channels.
- Lead the implementation of Salesforce Marketing Cloud, in collaboration with IT and the LVMH group, defining a roadmap and key milestones.
- Define roadmaps and key stages for CRM and clienteling projects, in coordination with central and regional teams and the LVMH group.
- Ensure, in collaboration with the Training team, the implementation of clear training modules to guarantee smooth deployment during market launch and to make excellence in the use of tools and clienteling actions a reflex for in-store teams.
Events & Activations Support with execution of client events and activations in the boutiques designed to drive retention, acquisition, and lifetime value. Curate invitation lists strategically based on client segmentation, purchase history, and future potential. Lead highly personalized outreach initiatives, ensuring thoughtful pre- and post-event follow-up to maximize engagement. Track and analyze event performance, including sales generation, client retention impact, and new client conversion metrics. PROFILE: You have significant experience of at least 5 years in CRM, digital marketing, and/or client management, in collaboration with external partners. Strong sensitivity to customer experience and personalization of customer relationships. Ability to coach elevated client engagement and luxury communication behaviors Solid analytical skills and proficiency in CRM systems, salesforce, and data tools Exposure to Salesforce Marketing Cloud or comparable solutions is essential. Technical proficiency in CRM systems, Excel, and PowerPoint Demonstrable experience leading outreach strategies and managing campaign execution across customer channels/touchpoints. Proactive and eager to participate in innovative projects and work cross-functionally. Good understanding of omnichannel environments and retail. Fluent English is essential.
Additional Information
Employee benefits: At our Maison, we offer a generous benefits package including medical insurance, bonus structure, paid time off, holiday pay, 401k, automatic employee contribution, and more
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, and to perform crucial job functions.
The compensation for this position ranges from $110,000 - $125,000 yearly. The rate of pay offered will be dependent upon candidate’s relevant skills and experience. In addition, there is a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks, and a retirement plan with employer contribution
Salary : $110,000 - $125,000