CRM Loyalty Manager

Poste

Job Description

The CRM Loyalty Manager is responsible for developing, executing, and maintaining the "My Dior Prive" at Parfums Christian Dior. This role involves strategic leadership in the deployment and ongoing evolution of the program, ensuring an excellent client experience and adapting to technical challenges and opportunities for CRM strategy enhancements. This contributes to strong brand engagement and drives member growth.

Key Responsibilities:

Loyalty Program Management:

• Develop and implement the loyalty strategy to be best-in-class, engaging members and contributing to strong brand engagement.
• Lead and deliver a clear client experience, supporting the implementation of new features within the loyalty program and day-to-day client animations & activations.
• Analyze the database to constantly adapt the activations to drive member development.
• Measure the performances of each activation and client behavior.
• Partner with the CRM team to develop, implement, and scale this strategy across North America markets.
• Maintain loyalty program operations, including P&L overview, spend and ROI on offers/rewards, brand engagement activities, VVIC events, and marketing initiatives.

Technical and Analytical Oversight:

• Coordinate with IT teams to monitor technical developments related to the loyalty program, including functional evolutions and automated campaign implementations.
• Manage ancillary projects concerning customer data to continuously improve client knowledge.
• Analyze and share learnings from loyalty customer behavior with cross-functional teams, senior leadership, and HQ partners.
• Animation and Engagement Initiatives:
• Design, develop, and implement the member animation plan to enhance engagement and retention within the loyalty program.
• Work closely with marketing and creative teams to brainstorm and implement innovative ideas for campaigns that resonate with the target audience.
• Measure the effectiveness of engagement initiatives through key performance indicators (KPIs) such as participation rates, customer feedback, conversion metrics, and their impact on overall customer lifetime value.
• Ensure consistency in brand messaging across all animation efforts while tailoring approaches to suit diverse customer segments within the loyalty program.

Rewards Strategy:

• Define the yearly rewards plan for members: selection of rewards adapted to each membership, forecast of the quantities based on the database analysis, budget management.
• Manage the day-to-day reward plan: stocks management with e-commerce & POS teams, coordination with logistic team for smoother delivery, work the communication plan for members.
• Track regularly these rewards to analyze the performance and remaining stocks.

Customer Service and Retail Liaison:

• Closely monitor customer feedback relayed by after-sales service (SAV) as well as by the Retail team, addressing queries, complaints, or any other relevant feedback.

Main Goals/KPIs:

• Member Growth: Drive member development from paid and owned channel touchpoints and monitor the customer lifecycle journey within the program.
• Member Sales: Track member performance through RMF models, purchasing tendencies, and combined marketing activations and commercial planning.
• Business Penetration: Drive member penetration in e-commerce business by promoting the program's rewarding mechanism and creating signup opportunities for guest customers.
• Top Client Retention: Partner with HQ, PR, CRM team to activate top clients by hosting physical/virtual events, premium client experiences, and special benefits.
• Reporting: Provide regular KPI updates and recaps to Senior Leadership, locally and centrally.

Qualifications & Skills Required:

• Bachelor's Degree or equivalent experience.
• Minimum 5+ years of professional experience in marketing within a consumer-driven industry and/or loyalty, CRM marketing. Hands-on experience in developing and managing loyalty programs is a plus.
• Exceptional communication and presentation skills; adept at translating data into insights that can be shared across the organization, including upper-level management.
• Able to critically evaluate complex business issues to develop customer-centric solutions.
• Strong knowledge and understanding of CRM principles and omni-channel customer experience.
• Strong numerical knowledge and analytical reasoning to demonstrate performance and track results.
• Strong project management skills, including the ability to prioritize, stay organized, take the initiative, and work on a multitude of ongoing projects at the same time while meeting tight deadlines.
• Proficient in Microsoft Office suite. Web Analytics (GA360), SQL, SAS, DBA experiences is a plus.
• Technical Skills: Proficiency in using Adobe Campaign is essential, and a knowledge of Comarch (loyalty engine) is a plus.

Additional Information

Four days on-site.

LVMH Inc. uses the published salary range as a guideline to provide our employees with market competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance and tenure.

While the published salary range is a good faith reflection of the targeted salary level for the position, LVMH Inc. reserves the right to pay outside of the published salary range of $105,000.00 - $114,000.00.

This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

All your information will be kept confidential according to EEO guidelines.