Senior Manager CRM Operations

<p><b><span><span>About Us:</span></span></b></p><p></p><p><span><span>We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.</span></span><span><span>   </span></span></p><p><span><span> </span></span></p><p><span><span>One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging.</span></span> <span>Learn more about Inclusion &amp; Diversity at PVH <b><a href="https://www.pvh.com/responsibility/inclusion-diversity" rel="noopener noreferrer" target="_blank"><span>here</span></a></b>.</span></p><p></p>Senior Manager CRM Operations The Team This position will form part of the Digital Consumer Operations team, which is responsible for all digital consumer operations, with a mission to help deliver best-in-class digital experiences across all markets and DTC channels. This team plays a critical role in providing the insights, tools and capabilities needed to drive commercial growth, consumer engagement and retention through excellence in customer experience, digital product development, and eCommerce and consumer analytics. This team collaborates across multiple functions, including the Brand teams, global and regional IT and the Global Analytics team to enhance the digital consumer experience, providing each brand with data-driven actionable insights to inform their strategy, commercial priorities and roadmaps. The Position As Senior Manager CRM Operations, you will oversee CRM operations to drive customer engagement, optimise campaign execution and service the brand strategy. You will lead the team which is responsible for ensuring that CRM tools and platforms are effectively set up and maintained for Brands to drive effective campaigns and support marketing automation and email creation for both brands. You will work closely with Marketing teams across CK and TH to ensure CRM activities are effective and achieve the desired outcomes. Your work will be essential in contributing to the overall commercial and operational success of PVH. Key Responsibilities: • Strategic Development: Support the VP Consumer Digital Operations with the development of the Digital Operations strategy and plan, feeding in CRM specific insights and requirements • CRM Systems: Manage the configuration of CRM systems and modular templates to support effective CRM operations • Continuous Improvement: Identify opportunities to optimise CRM systems and operations, implementing changes and enhancement as required • Data Warehouse: Oversee data warehouse activities including capturing, storing and organising customer data into a single place • Trend analysis: Analyse consumer trends and campaign metrics to suggest enhancements and support Brands in driving effective CRM campaigns • Automated Journeys: Build and execute automated journeys e.g. trigger campaigns, behavioural email generation • CRM Optimisation: Conduct CRM analytics to optimise and personalise CRM campaigns in support of the CRM strategy developed by Brands • Optimise Performance: Work with Consumer Analytics to drive dynamic content, marketing automation and campaigns to optimise performance and revenue • Loyalty Operations: Run loyalty programme operations on behalf of Brands, tracking performance and sharing insights with Brands to adjust strategies and programmes as required • Build CRM content: support brands in developing CRM campaign content as required, eCommerce retention strategies and trigger emails as required • Brand Alignment: Work closely with CRM teams in TH/CK Marketing to ensure optimum support is being provided and there is alignment with the strategic goals and priorities to best deliver Brand goals • Stakeholder Engagement: Partner with senior business leads, brands and other key stakeholders to ensure alignment on goals, timelines and priorities • Team Leadership: Lead and mentor a team of CRM professionals to inspire, guide and support the development of a high performing CRM team Note: Responsibilities include, but are not limited to, those listed above. The role may require additional tasks and duties as assigned to meet the needs of the department and organization. Measures of Success • CRM &amp; User Journeys: Continuously optimizing triggered/ automated CRM journeys and ensuring timely and qualitative newsletter delivery in strong collaboration with the brand teams • Campaign Performance: CRM attributed revenue, conversion rate by campai