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OTB Group

CRM Manager, North America Job at OTB Group in New York

OTB Group, New York, NY, United States, 10261

Diesel has long been a leading pioneer in denim and casual fashion, known for moving outside and ahead of trends in its industry. While retaining always its DNA, in recent years Diesel has evolved into the world of premium casual wear, becoming a true alternative to the established luxury market. Diesel is a truly worldwide organization. It is present in more than 80 countries with 5,000 points of sale, including more than 400 company owned stores.

Purpose:

We are seeking a skilled and passionate CRM Manager to join our team. The successful candidate will be responsible for local adaptation and implementation of Diesel Global CRM Strategy to North America Region, taking into consideration local business and customers' needs, with the final aim of elevating customers' experience while maximizing engagement, acquisition, retention, and customer lifetime value. Beside business acumen, the role entails exceptional coordination skills and capability to be a point of reference both for Regional Teams (Marketing, Retail, E-commerce) and HQ Teams, as the candidate will be strongly collaborating with global CRM and client experience team to exploit the CRM potential at regional level.

Key Responsibilities

  • Customer Strategy & Insights
    • Develop, localize, and deliver the Global CRM & Customer Omnichannel Experience Strategy at North America level, combining massive collaboration with HQ global CRM and strategic and proactive thinking to define the best projects for the region.
    • Flank Global CRM Team in building a culture of "client centricity" within the region, collaborating in the definition of processes and tools that help in reaching a remarkable customer experience.
    • Work closely with global business and customer intelligence team in finding useful and strategic insights supporting North America decision making processes.
    • Is proactive in identifying CRM and customer experience areas of opportunity to effectively support the business of the region on different channels (both at Region and Global level)
  • Digital Campaign Management
    • Follow and adapt the Diesel global CRM contact strategy to local needs
    • Define an effective local digital campaigns calendar (including marketing, products, promotional, lifetime triggered communications) to maximize conversion & retention
    • Closely monitor main KPIs provided by the global team and take immediate action
  • Clienteling
    • Responsible to bring to life the 1to1 clienteling global strategy in North America
    • Collaborate with Retail Training teams in cascading Clienteling mindset in stores' daily life and helping to clarify the retail associate role in North America stores
    • Act as a business partner to Retail Director, in identifying unleveraged business opportunities and making sure full potential by store is reached
    • Closely monitor main KPIs provided by the global team and take immediate action
  • Alignment
    • Be responsible for the supervision and development of the Diesel Loyalty Strategy and Program for North America, animating it with engaging and exclusive rewards/experiences
    • Closely monitor main KPIs provided by the global team and take immediate action
  • Client Service
    • Help the global client service team (and provider) to find the best possible solution/answer in case of specific customers' needs, informing the region on the main insights coming from this area, on a regular basis.
    • Closely monitor main KPIs provided by the global team and take immediate action
MAIN INTERFACES:
  • Extended exposure to Diesel NAM CEO
  • Daily collaboration with Diesel NAM teams: Marketing, E-commerce, Retail, Retail Operations, Buying & Planning
  • Daily collaboration with Diesel Global CRM Team in HQ
  • Potential collaboration with other OTB Brand CRM Manager to share best practices
REQUIREMENTS:
  • Bachelor's degree in Business Administration, Retail Management, Statistics, or related field; MBA or advanced degree a plus.
  • 5+ years of experience in CRM, with a proven track record of success in a global or multi-national environment.
  • Solid understanding of NAM fashion retail industry trends, best practices, and emerging technologies.
  • Demonstrated proficiency in developing and implementing CRM strategies and initiatives.
  • Demonstrated understanding of store operations and dynamics
  • Strategic thinker with excellent analytical and business acumen fostered by orientation to exceptional results
  • Strong leadership skills with the ability to inspire and motivate teams to achieve exceptional results.
  • Confidence in working in a multi-cultural company, and in collaborating with HQ team oversea
  • Exceptional communication, negotiation, and relationship-building skills.
  • Proven ability to effectively manage budgets, and performance metrics.
  • Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities.
  • Excellent organizational and multitasking abilities.
  • Proficient in using main CRM tools, MS Office is a must
  • Travel may be required as needed to support Retail stores


Salary range: $95-100k

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