Manager, CRM Technology and Analytics

JOB SUMMARY

The Manager, CRM Technology and Analytics will be responsible for managing all of the customer facing applications and implementation of Customer Data Platform. In addition, the person will also be responsible for executing against the customer growth roadmap to achieve aggressive growth objectives. S/he will be responsible for building the customer analytics function to support Tory Burch's growth objectives. The current stack consists of Delighted, Sailthru, Customer MDM, Gladly, CDP Big Data Lake, and associated Integrations.

JOB DESCRIPTION

RESPONSIBILITIES

Setting Up and Executing on the Customer Roadmap

• Manage customer applications and enhancements related to Sailthru , Clienteling, Delighted etc
• Play a key role in championing the customer experience and customer journey from different channels ( Retail, web)
• Partner closely with leads across Product, Analytics, CRM and Loyalty team to integrate customer marketing programs into all customer touchpoints
• Lead the selection and design of CDP platform and integration to MDM and Identity access management solution
• Establish process and governance across global stakeholders to maintain customer attributes for marketing and clienteling
• Provide transparency to stakeholders on status, progress, risks and issues on an agreed-upon deliverables
• Implement customer KPIs, campaign analytics, and subscriber dashboards using Tableau
• Hands-on management of the resources and sprints

REQUIRED EDUCATION & EXPERIENCE

• A bachelor's degree or requisite experience
• Extensive experience in managing marketing/customer facing applications in a Customer Centric setting
• Excellent analytical, solution engineering, and communication skills
• Extensive experience with building and managing Customer Data Platform
• Demonstrated experience in delivering against Customer KPI and Metrics
• Ability to manage multiple tasks and streams of work with a multi-disciplinary team
• Understanding of customer data and privacy issues
• Broad understanding of direct to consumer functions (Supply Chain, Merchandizing, Production, Planning, Retail Operations, etc.)
• Familiarity with Big data platforms (e.g. - Big Query or Cloudera)

PREFERRED SKILLS

• MicroStrategy, Tableau or equivalent Business Intelligence tools
• Intermediate SQL skills
• Ability to diagnose data issues and summarize for communication outside team
• Experience with Analytics (particularly in the Customer space) highly desirable
• Exceptional attention to detail and excellent multi-tasking skills
• Good communication skills
• Strong interpersonal and presentation skills

CORE SKILLS

• Adaptable - Change before you have to. Changes course easily - Knows when to be patient and when to push - Works well in the gray - Shows grace under pressure - Owns mistakes and learns from them - Balances multiple priorities

• Entrepreneurial Spirit - Own it. Takes initiative, doesn't wait for direction - Builds for the future - Takes personal ownership and accountability - Is resourceful in getting things done

• Collaborative - No "I" in Tory. Is self-aware and open-minded - Integrates the perspectives of others - Is direct but respectful - Communicates cross functionally - Knows when to get people involved and when to make a decision - Takes an inclusive approach

• Client & Brand Focus - Put yourself in Tory's shoes. Passionate about the brand and the work - Creates a transformational client experience - Makes decisions in the best interest of the company and our customers - Focuses on internal and external customers

• Live the Values - Being "Buddy." Keeps the "Buddy Values" alive (Kindness, humility, warmth, honesty, loyalty, compassion, integrity, and passion) - It's not just what you do, but how you do it - Contributes to a positive and productive environment

• Functional Expertise - Know Your Stuff. Has the skills necessary to perform the job - Keeps current on trends, skills, and practices - Puts learning into practice

Equal Employment Opportunity Statement

Tory Burch LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual's age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law. Likewise, we will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

Disability Accommodation

Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require assistance or an accommodation with the hiring process, please contact talent@toryburch.com .