Location: New York, United States. Click inside to apply
GLOAbout the job
Job Summary
The Global CRM Manager is responsible for shaping and executing a refined, 360° client relationship strategy that strengthens loyalty, elevates client experiences, and drives sustainable business growth across all markets. This role blends strategic vision with meticulous execution, ensuring global consistency while empowering regional teams with best-in-class tools, insights, and programs.
As a central partner to Retail, Marketing, Events, Merchandising, and regional leadership, the Global CRM Manager leverages data-driven insights, luxury clienteling standards, and innovative thinking to enrich every stage of the customer journey. This individual plays a pivotal role in cultivating the VIP client base, enhancing salon performance, and transforming prospects into lifelong brand advocates.
Key Duties, Responsibilities and Accountabilities
Global CRM & Client Strategy
- Define, implement, and continuously refine a global 360° CRM strategy across all client tiers, product segments, and regions.
- Develop and manage a cohesive global VIP strategy in partnership with Retail, Marketing, and Events to grow the high-value client segment.
- Guide and support market-level CRM strategies to ensure alignment with global objectives and brand standards.
- Lead long-term retention and prospect conversion initiatives designed to deepen client engagement and maximize lifetime value.
Campaigns & Client Engagement
- Create compelling thematic CRM campaigns, including segmentation, targeting, communication planning, and post-campaign analysis.
- Provide ongoing Clientelling content, guidance, and toolkits to support Salon Sales Executives in delivering elevated client interactions.
- Ensure consistency of tone, storytelling, and brand expression across all CRM touchpoints.
Data & Insights
- Oversee data governance and database integrity to ensure accuracy, completeness, and reliability of client information.
- Deliver robust client and sales analyses to uncover trends, profiles, and opportunities; translate insights into actionable strategies.
- Consolidate global outreach campaign results, conduct performance reviews and identify key learnings to guide future initiatives.
Tools & Platform Management
- Serve as the global lead for the D365 CRM platform, overseeing enhancements, user acceptance testing, and international rollouts.
- Partner closely with the CRM Associate on campaign execution, reporting, and tool development.
- Work with markets to validate local adaptations and define global CRM clienteling assets, including catalogues, digital content, and collateral.
- Oversee gifting and printed material needs globally, ensuring luxury standards, efficient forecasting, and seamless coordination.
Cross-Functional Collaboration
- Collaborate with Events, Retail, Creative, and Marketing to shape elevated and consistent client experiences across all touchpoints.
- Partner with High Jewelry Merchandising team to recommend pieces for client presentations and viewings, leveraging CRM insights.
- Support Corporate Timepieces in developing targeted CRM strategies to drive growth within the category.
Job Qualifications
- 10+ years of progressive CRM experience within luxury, high jewelry, fashion, or prestige beauty.
- Strong analytical mindset with the ability to interpret complex client data, identify actionable insights, and optimize the global customer journey.
- Demonstrated strategic planning capability and business acumen, with a proven ability to influence senior stakeholders.
- Exceptional relationship-building, communication, and interpersonal skills; collaborative leadership style.
- Advanced proficiency in Microsoft Excel; experience with CRM platforms (D365 preferred).
- Creative and innovative thinker, capable of developing fresh, impactful approaches to client engagement.
- Bachelor’s degree in Business, Marketing, or related discipline.
- Excellent written and verbal communication skills; comfort presenting to senior leaders and cross-functional teams.
Featured benefits
Medical insurance, Vision insurance, Dental insurance, 401(k)
Source: Harry Winston
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