CRM & E-Commerce Manager

Company Description

From 1946, people of the House of Parfums Christian Dior in France and around the world embody the spirit of excellence, creativity, and the unique savoir-faire of its creator, the couturier-perfumer Christian Dior. Revolutionizing the codes of French elegance and luxury with its perfumes, combining tradition and daring innovation in makeup and skincare, we reinvent every day the Dior style and affirm beauty and joy in its entirety.

Parfums Christian Dior invites you today to join its North America teams.

Parfums Christian Dior is part of the LVMH Group.

Job Description

The CRM and Ecommerce Manager at Parfums Christian Dior (PCD) Canada will be responsible for developing, scaling, and maintaining the PCD Canada database and communication. This includes email, SMS Marketing programs, and supporting the launch and development of Loyalty/Dior Connect Canadian Programs in conjunction with Dior’s boutique strategy. They will also support continued growth of clientele acquisition for both the e-retail and direct to consumer channels via affiliates and media programs.

This role will also provide leadership and expertise to execute strategies that drive member retention and growth, as well as customer centric business strategies and goals. The ideal candidate will be a strategic, innovative, collaborative leader who is customer centric and results oriented. They must have strong analytical skills, communication skills and be adept at problem solving in a timely and creative way.

This role will be full time and based out of the Toronto corporate office.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Main KPIs

• • Member Acquisition: Drive Member development from paid and owned channel touchpoints and monitor customer lifecycle journey within the program
  • Member Sales: Track Member Performance through purchasing tendencies, combined marketing activations, and commercial planning
  • Business Penetration: Drive member penetration in e-commerce business by promoting program rewarding mechanism and creating signup opportunities for guest customers
  • Top Client Retention: Partner with HQ, PR, and CRM US teams to activate top clients by tiers
  • Reporting: Provide regular KPI updates and recaps to Senior Leadership locally and centrally for all CRM activities.
  • Traffic Growth: Optimize site UX in partnership with team members/cross functional groups and leverage CRM insights to drive additional revenue and ensure traffic growth.

CRM HUB

• • Responsible for owning and developing a strategic CRM program for the Canadian Market.
  • Fully manage the automated and tactical Blue Core/Adobe campaigns in partnership with the Beauty Tech team and US CRM teams; including drafting versions of emails in BE FREE tool to adapting with US teams (IT team) with minimal to zero revisions needed.
  • Update key performances with metrics i.e. Open rates, CTR, Conversion Rates and other KPIs (offer Tracker) for the month.
  • Build and launch weekly programs for SMS (Attentive platform) and Emails (Blue Core and Adobe) based on key launch initiatives for the market.
  • Support roll out and management of Dior Connect for Canada’s boutique program, the first OMNI clienteling CRM tool for Dior Canada.

CRM Loyalty

• Develop and strategize on PCD Canada’s Loyalty Program in collaboration with Central Paris and US teams, as well as the Sr Director. The goals is to be committed to best in class within the luxury market, contributing to strong brand engagement in synch with boutique openings.
  • Launch Phase 1 of the Loyalty program including operational tasks, while respecting budgets and meeting ROI benchmarks for offers/rewards.
  • Manage brand engagement activities, VVIC events, and marketing initiatives based on tier programming for the market.
  • Lead strategic customer activations to support commercial activities and drive high-quality customer acquisition, long-term member development, growth and retention in partnership with the boutique openings in Canada, utilizing CRM tools available (SMS, Dior connect, Blue Core and Adobe)
  • Consistently reviewing the Customer lifecycle journey patterns, the localization of loyalty program tools (including gifts) and data analysis, utilizing Client Quest/PBI Data.
  • Update the yearly catalogue for the loyalty program and ensure all deliverables are met within the timeline and budget provided.

Ecommerce Acquisition

• • Build and maintain marketing offsite programs for Canadian e-retailers (off site Media activations and other platforms in partnership with marketing teams).
  • Support the affiliate initiatives developed for the Canadian Marketing team and linked to Dior.ca to drive additional traffic to Dior.ca (such as Rakuten, RBC, Amex, etc).
  • Conduct all other job-related activities.

SUPERVISION RECEIVED

Sr. Director, Digital Strategy & CRM

Qualifications

• Have minimum 3-5+ years of professional experience in marketing within a consumer driven ecommerce role and/or loyalty CRM Marketing/or Data Analytics focused roles.
• Entrepreneurial spirit and desire to develop and implement CRM and Ecommerce roadmap programs.
• Exceptional communication and presentation skills; adept at translating data into insights that can be shared across organization, including upper-level management
• Able to critically evaluate complex business issues to develop customer-centric solutions
• Strong knowledge and understanding of platforms such as Google Analytics, Power BI, Client Quest, Content Square, and CRM principles.
• Adobe or similar CRM/Commerce shopping platform experience is a must.
• Strong numerical knowledge and analytical reasoning to demonstrate performance and track results
• Strong project management, prioritization, and organizational skills, taking the initiative and working on a multitude of ongoing projects at the same time while meeting deadlines
• Passionate for the luxury beauty industry and proud to be a brand ambassador
• Operate independently while being a strong team player, highly motivated and high performing in fast paced environment
• Fluency in French is preferred

Additional Information

LVMH Inc. uses the published salary range as a guideline to provide our employees with market competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance and tenure.

While the published salary range is a good faith reflection of the targeted salary level for the position, LVMH Inc. reserves the right to pay outside of the published salary range $110,000.00 - $125,000.00.

This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

All your information will be kept confidential according to EEO guidelines.