Assistant CRM Mgr / Sr CRM Specialist

Overview:

The Assistant CRM Manager / Senior CRM Specialist at Ralph Lauren will report directly to the Lead of CRM, GCSEA and will be responsible for providing support to the local marketing team in implementing the CRM program. This role is crucial in driving customer acquisition, engagement and loyalty through effective CRM strategies and initiatives.

Key Responsibilities:

CRM Program Implementation

• Collaborate with the CRM Director to develop and execute the CRM program, ensuring alignment with overall marketing objectives.
• Monitor and evaluate campaign performance, analyse customer data and identify opportunities for optimization.
• Work closely with internal stakeholders to develop loyalty program enhancements and promotions to increase customer engagement and retention.

CRM Communications

• Develop and implement communication strategies for clientelling across multiple channels including eDM, SMS, social media, etc.
• Utilize CRM systems to segment customer databases and target specific customer groups with relevant communications.
• Monitor and analyse the effectiveness on regular basis.

Data Management and Analysis

• Manage customer databases and ensure data accuracy, completeness and integrity.
• Conduct regular data analysis to derive actionable insights and trends.
• Responsible for segmenting customer data for targeted marketing campaigns and personalized communications.

Reporting and Communication

• Prepare regular reports on CRM program performance, including key metrics, KPIs, and campaign analysis.
• Communicate insights and recommendations to the Lead of CRM, internal marketing team and local retail team, facilitating data-driven decision-making.
• Provide training and support to internal teams on CRM best practices and tools.

Qualifications

• Bachelor's degree in Marketing, Business, or a related field.
• Proven experience in CRM, customer lifecycle management, or database marketing.
• Strong understanding of CRM principles, strategies, and best practices.
• Proficient in CRM tools and platforms, with experience in data management and segmentation.
• Analytical mindset with the ability to interpret and analyze customer data.
• Excellent communication skills, both written and verbal, with the ability to present insights and reports.
• Detail-oriented with strong organizational and project management skills.
• Collaborative team player with the ability to work effectively across cross-functional teams.
• Prior experience in the retail or luxury fashion industry is a plus.

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