Senior Manager, CRM Technical Operations

Neiman Marcus
Bellevue, Washington, United States
22 Sep 2022
29 Oct 2022
About Bergdorf Goodman

As the house of extraordinary taste for almost 120-years, we are New York's original icon of style.

The legendary window on inventive inspiration, Discerning since day one, we define the culture of fashion.

We are a community of "creative ingeniuses" Cultivating experiences beyond the expected, and nurturing ideas that inspire the joy of discovery.

We thrive on bringing exceptional creative talents together.

We are unabashedly luxury.

And luxury is ours to define.

We are Bergdorf Goodman

The role

As an integral part of our CRM organization the Senior Manager of Technical Operations is responsible for collecting, analyzing and presenting data to improve decision making around customer experience projects and marketing message targeting in Bergdorf Goodman's high-growth omni channel business. This individual should have a high degree of curiosity about the unique customers and business model reflected in the Bergdorf Goodman brand and the skills to discover impactful insights from data. Supporting a team of analysts, a great deal of focus will be given to nurturing and developing technical skill sets to communicate insights in a way that builds confidence and enables decisions that drive business value and unlock CRM capabilities.

  • Domain expert crossing customer, identity, product, transactional, Loyalty, marketing preferences, email, direct mail, legal, privacy, digital channel, click stream and analytic modeling data
  • Channel agnostic Audience Management throughout customer journey from point of acquisition through known customer experience
  • Conduct ad hoc analyses in support of Customer Strategy, CRM and other stakeholders including execution, read out and reporting
  • Play an active role in ongoing CRM roadmap development and work stream delivery
  • Support cross functional team members and guide daily work priorities across a team of data analysts
  • Monitor channel (email/web/mobile) KPIS and offer a strong point of view on actions to be taken as a result of shifts in performance
  • Shape and give input on technical skill set improvement paths
  • Consult on and orchestrate proposed analytics testing with cross functional partners
  • Establish and maintain coding best practices
  • Review Quarterly intake and prioritize requested workload
  • Establish and maintain best in class project management standards tied to CRM workstream delivery
  • Play a central role in the inception, development and productionalization of enhanced Personalization capabilities across all marketing channels
  • Inform non-technical business partners on data related implications for customer touch points ranging from marketing channels to in-store clientele capabilities
  • Review and share operational health metrics to stakeholders

Who we are looking for
  • 8+ years of experience in data analytics and operations with a preferred focus on CRM & Marketing
  • Advanced understanding of Postgres & Teradata SQL
  • Expert in coding standards and implementation using platforms such as GitHub
  • Domain expertise in understanding and navigating relational & Big Data environments
  • Experience with Snowflake, AWS, etc.
  • Familiarity with Customer Data Platform capabilities and use cases
  • Experience deriving action-oriented insights tied to channel KPIs including email (promotional/transactional/triggered), web and mobile
  • Experience delivering programmatic customer experiences via customer touch points ranging from triggered communication to site experiences via rule-based governance
  • Experience developing and delivering test & learn roadmaps tied to customer engagement capabilities
  • Deep hands-on experience developing end user reporting and data visualization using tools like Tableau and Power BI
  • Experience with and understanding of various customer segmentation techniques and interpretation
  • Experience with CRM function in retail including customer journey coordination and audience touch point management
  • Understanding of OKR/KPI development in support of project prioritization and reporting results
  • Familiarity with enterprise MarTech stacks including ESP platforms (Epsilon, Salesforce Marketing Cloud, etc)
  • Strong leadership track record supporting teams with technical skill sets
  • Deep understanding of CRM operations across marketing, site and in-store experience delivery
  • Experience working with Product prioritization working models and best practices for delivering work via cross functional teams including analytics and engineering
  • Familiarity with Atlassian suite of products including Jira and Confluence
  • A passion for standards, process and documentation is a must

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