CRM & Customer Success Manager, North America

Company Description

LVMH Beauty activities benefit from exceptional dynamism that relies on both the longevity and development of key lines, and on the boldness of new creations.

All are driven by the same values: a quest for excellence, creativity, innovation, and perfect mastery of their image.

The brands cultivate what makes them unique and is guaranteed to make them stand out in a highly competitive global market. The success of the Beauty division depends on finding the right balance between major historic Houses such as Parfums Christian Dior, Parfums Givenchy, Acqua di Parma, Guerlain, and newer brands with strong potential like Kenzo Parfums, Fresh, and Make Up For Ever.

LVMH Beauty invites you today to join its North America teams.

LVMH Beauty is part of the LVMH Group.

Job Description

The CRM & Customer Success Manager will support the North American business by enhancing and optimizing the relationship between Givenchy Beauty and its customers. This role will focus on analyzing, managing, and growing Givenchy Beauty’s customer experience for our owned ecommerce, but also supporting the overall client journey for North America.

CRM Strategy & Development

• Develop Givenchy Beauty’s CRM strategy and annual action plan to support business needs with clear goals and measurements, for both US and Canada.
• Define consumer journeys based on segmentations and client behaviors to identify touchpoints for improved engagement
• Identify, explore, and manage partnerships/opportunities to expand customer database to acquire new clients
• Build & execute strategies to grow Givenchy Beauty CRM database to maximum volume, focusing on quality of data, with focus on conversion and customer retention to grow business
• Plan, forecast, and track all CRM POSM/tools to support initiatives and drive engagement.
• Collaborate with cross-functional teams to integrate CRM initiatives into overall omni-business plans.
• Design and execute integration of CRM data in offline channels for Canada, rolling into current CRM programs
• Educate internal teams on CRM tools to broadcast knowledge and build consumer centricity throughout omnichannel teams

Loyalty Program Management

• Lead the end-to-end implementation of the new Givenchy Beauty Loyalty Program rollout, collaborating with local & HQ partners to ensure the successful deployment of all program components.
• Develop and execute comprehensive loyalty program strategies to drive customer loyalty, retention, and brand advocacy.
• Build & implement communication plans to promote the loyalty program, and identify opportunities for program improvement and optimization based on data-driven analysis.
• Own Day-to-day program monitoring & maintenance, while continuously incorporating mid and long-term strategies to drive sustainable growth and achieve business objectives.

Database, Customer Segmentation & Analysis

• Define customer segments based on demographics, behavior, and preferences
• Develop & manage reporting based on consumer profiles & shopping patterns, and implement strategies to enhance the customer experience at every stage of the journey.
• Analyze data to measure the effectiveness of CRM channels, and provide actionable insights to drive continuous improvement and customer lifetime-value
• Consolidate & analyze wholesale partner data where applicable to better define customer segments & unify the client experience
• Feed performance media, site merch teams, product owners with key insights to ensure most productive journey & Brand experience for consumers on Brand DTC channels, but also eRetail and offline channels.
• Collaborate with cross-functional teams, HQ, and external partners to ensure customer segmentation insights are integrated into strategic decision-making processes, to fuel brand growth.

Email Marketing Management & Customer Communication Channels

• Manage email Marketing strategy (tactical and trigger), to scale revenue while maintaining brand guidelines and tone of voice. Manage all phases including planning, copy, deployment, analytics and optimization. Leverage performance-based tools to analyze email performance and optimize future campaigns.
• Lead email marketing segmentation throughout the customer lifecycle, and identify opportunities within key segments to develop and present A/B tests to drive sales and key KPIs.
• Develop SMS marketing channel for Givenchy Beauty, and work to identify other new forms of database communication for recruitment
• Grow Givenchy Beauty’s database in partnership with Consumer Engagement Team & Media Agency. Support integration and on-going targeting of CRM l