CRM Director

Position
The Director of CRM (Client Relationship Management) is responsible for customer insights and clienteling strategy and execution at Fendi Americas. The Director will own the development, implementation and adoption of CRM campaigns and programs across the customer lifecycle (from acquisition to retention) and across channels (brick-and-mortar, e-commerce and client services).
By embracing the Omnichannel approach, they will leverage data, innovation and cross-functional execution across corporate and retail partners to enhance the seamless client experience, drive the business and achieve recruitment, retention and clienteling KPIs.
The role will require a mix of strategic planning, critical thinking, and ability to design and assess the performance of CRM programs. Ideal competences include a strong understanding of one-to-one clienteling, email marketing and program management. They will partner with various departments to understand their individual business priorities and synthesize them into CRM programs that can support these priorities.
Reporting to the VP of Omnichannel and Supply Chain, this leader will play an important role in the continued growth of the Fendi Americas business across channels.
Essential Duties & Responsabilities
Data Insights & Strategy

• Responsible for the integrity and usability of our growing customer data, managing processes for client deduplications and reassignments
• Track database performance through critical metric management and reporting using Salesforce and Power BI, while managing CRM Specialist to execute effective reporting
• Identify business opportunities to increase value per client and grow the share of business driven by proactive clienteling efforts. Drive KPIs across prospecting, acquisition, retention and reactivation.
• Turn insights into actions: tell story behind data, drive concrete conclusions and build effective CRM actions and strategy programs, which can be shared via effective presentations with non-technical stakeholders to adopt and implement.
  

Campaign Management

• Lead the monthly CRM strategy process. In partnership with Merchandising, Marketing, E-Commerce, Private Client Relations and CRM headquarters, develop a comprehensive campaign calendar that supports product and client behavior priorities, and includes one-to-many (e-mail campaigns) and one-to-one (CRM campaigns) to engage clients and prospects.
• Complete and supervise performance of the campaign calendar by defining and launching targeted audiences and communication assets that can be used for different campaigns, including one-to-one Client Advisor outreach, email, gifting and media.
• Develop effective presentations and training that range from strategic executive presentations to engaging materials for retail teams, simplifying complex analysis into clear stories and actions
• Lead training of novel CRM tools and programs that will directly contribute to client engagement and sales, monitor usage and capture store feedback for continuous improvement.
• Partner with regional retail teams to mentor and develop store teams that are underperforming on critical CRM/clienteling metrics or programs and develop action plans with measurable results
• Partner closely and maintain constant feedback process with the Omnichannel and CRM headquarters team on clienteling applications, campaign calendars, reporting capabilities and troubleshooting of new and existing systems
  

Omnichannel Projects

• Partner with the other functional Heads in the Omnichannel team to identify opportunities to innovate by championing new technologies and developing new concepts for Fendi, which can enhance our brand and business in the Americas and globally.
  

Profile
JOB SKILLS, REQUIREMENTS & ATTRIBUTES:

• Minimum 9 years of experience in CRM and analytics, luxury retail experience preferred
• BA or equivalent preferred
• Deep understanding of CRM, clienteling and omnichannel needs in luxury retail
• Process oriented with an ability to turn data into insights and lead cross-functional execution
• Strong attention to detail, able to lead complex campaign calendars and adapt to changing priorities
• Highly analytical and proficient in BI software (Excel macros, Power BI, Power Query, SQL)
• Curious with proven track record of client experience and engagement innovations
• Heavy pulse on market trends and competition
• Excellent written, verbal and presentation skills, as well interpersonal skills
• Flexible availability: some nights and weekends depending on business needs. Available to work hybrid from office and work from home.
• Ability to lift boxes / weight up to 10lbs.
• Foreign language skills, Italian/Spanish/Portuguese a plus
  

Additional Information
OUR COMMITMENT
FENDI is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard.
We are committed to the prevention of all discrimination, providing equal opportunities to all applicants irrespective of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law.
FENDI recruits and recognizes all types of talent and singularities.
The compensation for this position ranges from $150,000- $170,000 annually. The rate of pay offered will be dependent upon candidate's relevant skills and experience. In addition, there is a bonus opportunity, and a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks, and a retirement plan with employer contribution