Customer Relationship Marketing Manager

Position Description: Manage the development and execution of EILEEN FISHER Customer Relationship Marketing. Define the CRM, email, and triggered-automation strategy for distinct customers within the EF brand. Lead the strategy, planning and execution of all communications to our mobile application customer base with a strong focus on testing and constant optimization.

Summary of Duties and Responsibilities:

Key Components:

Marketing Technology :

Customer Analytics * Direct Mail, Life Cycle Marketing, Direct Marketing * Loyalty Rewards Program management * CRM Project Management/Operations across Impacted Teams: Marketing, IT, Retail Stores, Retail Store Operations, Ecommerce, Customer Service

Breakdown:

Marketing Technology:

• Manage Database management vendor team and EF IT support
• Raise any feed or data issues to relevant parties
• Prioritize updates and database improvements to facilitate personalization of campaigns and improved analytics
• Design new logic and database structure to improve data usability, customer experience, and analytics
• Design and approve database feed specs from a business perspective and based and on the understanding of the database
• Project Manage Database improvement projects, projects to create feeds to and from the customer database, other IT customer database projects as needed

Customer Analytics:

• Execute or manage vendor to carry out all Customer Database Ad-Hoc reporting (Ex: database append analysis, customer age analysis, customer product buying analysis, new store opening/ store closing analysis, customer life cycle analysis)
• Execute monthly database reports from customer database
• Execute and work with vendor to complete Seasonal hindsight reports, Bi-Annual customer life cycle reports (new, retained, reactivated customers)
• Work with teams such as: Retail Stores, Ecommerce, Store Ops. to design new actionable customer analyses to improve customer experience, and better understand the business
• Work to analyses marketing campaign results (direct mail, marketing events, etc.)

Direct Mail, Life Cycle Marketing, Direct Marketing:

• Create and approve customer list selection for direct mail campaigns (which customers receive which direct mail pieces based on customer behavior)
• Design and execute A/B testing and other types of testing for Direct Mail marketing (ex: We miss you vs regular direct mail, copy testing, offer testing)
• Work with Vendor to create post-mortem analyses of Direct Mail pieces and direct mail tests
• Communicate direct mail results to EF teams
• Create new to business life cycle marketing and direct marketing campaigns (Ex: welcome email, close to rewards email, we miss you direct mail)
• Work with marketers across channel to plan campaigns across all channels (ex: social media, Email, online, advertising, etc.) Loyalty Rewards Program Management
• Manage the EILEEN FISHER Rewards program for US and Canada
• Work to improve US program and increase awareness of program
• Work to improve day to day operations of Canadian program
• Lead strategy to improve these programs
• Manage Loyalty Rewards Coordinator who does day-to-day program execution to make sure customers receive their reward; customer rewards inquiries; customer record inquiries; resolves stores or customer service reward issues or customer complaints, etc.

CRM Project Management/Operations across Impacted Teams:

• Marketing, IT, Retail Stores, Retail Store Operations, Ecommerce, Customer Service
• CRM is a multi-team and multi-channel effort, this role has to work to rally teams across the business to improve customer experience, and work together in new ways with new technologies.
• Work as point person and project manager for CRM projects that involve multiple teams and touch points
• Hold bi-weekly meetings with all CRM impacted teams to keep projects moving, and touch base on work
• Hold bi-weekly meetings with the IT team
• Hold 2 weekly teams with CRM/Customer Database/ Analytics and Loyalty vendor to manage their work and ongoing projects
• PERFORMS OTHER RELATED DUTIES AND ASSIGNMENTS AS REQUIRED.

Staffing Contact:

• Supervises: CRM Marketing Analyst; Loyalty Marketing Coordinator Reports to: Director of Marketing, DTC Has Contact With: Marketing, DTC Management, DTC Store District Leaders, Retail and Company Store Managers, Ecommerce, BCT, Events Team, Global Project Leaders.

Required Experience & Skills:

• Education: College degree Experience:
• 7+ years of brand or retail marketing experience is required.
• Minimum 3 years of management experience.
• Global marketing experience is a plus. Experience with CRM preferred.
• Strong communication & writing skills and the ability to influence across groups effectively.
• Able to excel in a fast-paced environment with changing priorities and able to take a positive team approach to working with partners.

Additional:

• Strong appreciation for the EILEEN FISHER brand, product and values.
• A positive and enthusiastic team leader with excellent people, leadership and facilitation skills.
• Must be flexible and attuned to shifting priorities and embrace a collaborative, inclusive approach to the work.
• Must be highly detail oriented with excellent organizational and analytical skills.
• Demonstrated ability to establish effective relationships with internal and external partners to stimulate and influence change as well as identify creative solutions.
• Capable of juggling multiple projects simultaneously with the ability to prioritize and manage time effectively.
• The ability to work in a team environment is essential.
• Proficient in Microsoft Office with emphasis on PowerPoint and Excel programs, and Keynote.

Job Type: Full-time

Salary: $110,000.00 /year

Job Location:

• New York, NY

Required education:

• Bachelor’s

Required experience:

• management: 3 years