CRM & VIP Manager

Our Foundation:

Mission: We shape timeless and functional designs from simple, natural materials to elevate everyday life.

Vision: To celebrate the beauty of objects with real, authentic character.

Values: Dignity & Respect | Ownership & Initiative | Commitment to Quality & Craft | Learning & Growth Together

Position Summary

The CRM & VIP Manager at Simon Pearce is a relationship-driven strategist responsible for deepening connections with our most valuable customers and strengthening long-term brand affinity. This role oversees segmentation and personalized outreach initiatives, leads the launch and ongoing optimization of our loyalty program, and sets the marketing strategy for our Retail, Trade, and Corporate teams, ensuring cohesive, high-touch engagement across all channels. With a strong foundation in analytics and customer insights, the CRM & VIP Manager designs and executes strategies that balance high-touch service with scalable marketing automation to create a best-in-class premium customer experience.

We offer competitive pay and a benefit package that includes: medical, dental, and vision coverage, employer paid life & disability, paid time off, 401k retirement plan with employer match, and tuition reimbursement assistance.  Additionally, we offer exclusive employee discounts on both our glass and pottery products and at our restaurant.  

Primary Duties and Responsibilities:

Lead with Strategy

• Develop and implement CRM strategies that strengthen relationships with high-value customer segments and align with overall business objectives
• Own segmentation strategy, ensuring the right customers receive the right communication and experiences at the right time
• Set marketing strategies for Retail, Trade, and Corporate teams, partnering cross-functionally to integrate CRM, loyalty, and VIP initiatives, ensuring a seamless omni-channel experience
• Lead the launch and ongoing optimization of the Simon Pearce loyalty program, ensuring it drives engagement, retention, and measurable business impact
• Research and evaluate emerging CRM technologies, platforms, and loyalty best practices to enhance program sophistication and effectiveness

Customer Engagement & Experience

• Design and execute personalized outreach and engagement initiatives across email, SMS, and direct channels
• Develop VIP customer journeys that incorporate exclusive events, experiences, and offers to strengthen affinity and lifetime value
• Partner with Retail, Trade, and Corporate teams to craft and activate marketing efforts that drive clienteling, gifting, and brand storytelling across their respective audiences
• Ensure loyalty and VIP activations reflect Simon Pearce’s premium positioning, heritage, craftsmanship, and commitment to quality

Analytics & Optimization

• Establish success metrics for CRM, VIP, and loyalty initiatives and monitor performance across all channels
• Leverage customer data, segmentation insights, and predictive analytics to refine targeting and personalization strategies
• Partner with cross-functional partners to track ROI, customer lifetime value, and retention performance
• Build dashboards and reporting frameworks to share results and insights with executive and cross-functional stakeholders

Collaboration & Partnerships

• Serve as the central point of contact for CRM strategy across the organization, ensuring alignment with marketing, commercial, and executive leadership priorities
• Manage relationships with CRM, loyalty, and martech vendors to optimize platform capabilities and service delivery
• Collaborate with retail, corporate, & trade leadership to train teams on clienteling best practices, driving adoption of tools and ensuring VIP customers receive consistent, elevated experiences

Qualifications Required:

• Bachelor’s degree in Marketing, Business, or a related field
• Minimum 6 years of experience in CRM, loyalty, or customer engagement roles, ideally in premium or luxury consumer brands
• Proven success designing and executing segmentation-based marketing strategies and customer journeys
• Strong expertise in CRM platforms and loyalty program management tools
• Demonstrated ability to translate customer data into actionable insights and measurable business outcomes
• Excellent communication, collaboration, and relationship management skills
• Strong analytical and reporting skills, with experience maintaining dashboards and presenting insights to senior leadership

Qualifications Desired:

• Experience launching and scaling loyalty programs for consumer brands
• Familiarity with predictive analytics, personalization technologies, and AI-driven CRM tools
• Track record of collaborating with retail teams to implement customer engagement strategies in-store
• Passion for premium customer experiences, craftsmanship, and brand storytelling

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The nature of this role will require the employee to climb or balance and stoop, kneel, crouch, or crawl.  The employee must regularly lift, move, wield up to 25 pounds (product, props, equipment). Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  The noise level in the office environment is usually quiet. 

This role will periodically involve work outside normal hours.

Simon Pearce is committed to the policy of equal employment opportunity and to provide all employees with the work environment necessary to enable them to advance on merit as far as their talents and skills will take them, without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, status as a protected class of veteran, or any other legally protected status.

Salary : $100,000 - $120,000