Sr. Manager, Customer Strategy & Journeys

Location
New York, New York, USA
Posted
12 Apr 2022
Closes
03 Jun 2022
Ref
97730
Function
Ecommerce
Summary:. The Customer Strategy & Journeys Senior Manager at Stuart Weitzman ("SW") will report to the Sr. Director of Digital Marketing & CRM and be responsible for furthering our customer centricity objectives through the development of customer strategies & initiatives to support our business and brand objectives across ecommerce and brick & mortar stores. This role will manage a team of 2-3 people.

Essential Duties and Responsibilities:
- Customer Journeys
- Through an understanding of customer behaviors as well as an audit of existing journeys, identify tests/optimizations to existing journeys as well as new journeys (across all marketing channel) in order to increase loyalty, improve customer retention & reactivation, and drive sales growth (both online and in-stores)
- Ideate and help lead the development of personalized and 360 journeys focusing on key customer segments
- Work with Tapestry Center to develop reporting on journey performance to be able to optimize
- Clienteling & Email Strategy
- Develop customer relational marketing strategy with a focus on retaining high LTV customers (including both new high potentials, active & lapsed)
- Oversee weekly calendar of clienteling initiatives & email/SMS campaigns, ensuring key focuses align with product priorities and business objectives
- Oversee email/SMS/Clienteling briefs to ensure creative/copy meet business objectives and leverage learnings from past performance
- Partake in creative approvals process to provide feedback on email/SMS deliverables
- Partner with Director of Marketing Planning & Performance as well as Tapestry Center to ideate on tests & optimizations within the email/SMS channel to continuously improve results (including send times, targeting, messaging, frequency etc.)
- Work with Tapestry Center to develop reporting & insights on email/SMS performance to be able to optimize
- Audience & Segmentation Strategy
- Advise & lead the team on segmentation/audience targeting across all channels (email/SMS, clienteling, paid media)
- Project Management
- Relationship management of Refer-A-Friend program; in partnership with ecomm, identify and help implement optimizations to achieve our business goal
- Support development and execution of special projects as needed
- Budget management & invoicing for any CRM/Email related vendors
Skills and Abilities Required:

- Good balance between analytic and marketing skills background - adept with numbers (comfortable with Excel) and being able to translate that into actions & insights
- Strong written communication skills
- Excellent organizational, communication and interpersonal skills
- Self-starter/proactive
- Ability to work in a team environment
- Luxury brand sensibility
- Must be detail-oriented
- Proven ability to multitask and prioritize in a fast-paced environment

Education and Experience Required:

- College degree and 6-8 years relevant working experience (preferably in luxury/retail industry and/or in an email/CRM capacity)
- Experience in CRM/loyalty/email marketing required
- Experience in personalization/customer journey development preferred
- Experience with Salesforce Marketing Cloud and a Customer Data Platform preferred

Our Competencies for All Employees
- Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
- Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
- Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
- Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
- Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Our Competencies for All People Managers
- Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
- Developing Direct Reports and Others:Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
- Building Effective Teams: Blends people into teams when needed; creates strong moraleand spirit in theirteam; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Stuart Weitzman is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. #LI-JL3. Visit Stuart Weitzman at www.stuartweitzman.com.

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