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Senior Manager, CRM Technical Program Management

Neiman Marcus
New York, New York, United States
Closing date
1 Mar 2023

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Senior Manager
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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 Program Management is responsible for keeping the engine running across all CRM programs by owning intake processes and partnering with execution teams across Product, Technology and Analytics in support of 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 an ever-changing customer focused book of work, prioritization and seamless execution across all partner teams will be key to success.

  • Conceive, build and maintain centralized intake and prioritization process to achieve best in class end-to-end program support across all initiatives tied to CRM
  • Track and maintain ongoing program backlog with status read outs and updates to stakeholders
  • Run program reviews with senior leaders to share out progress and key program updates
  • Partner with cross functional teams across Product, Technology, Analytics and Marketing to ensure relevant work is landing in CRM intake and plugging into partner intake processes as required
  • Create, update and track work via Jira ticket and plan/disseminate work accordingly
  • Support cross functional team members and guide daily work priorities across a team of data analysts
  • Give input on business requirements in support of initiatives from a technical perspective with good understanding of Martech and CRM systems
  • Establish and maintain best in class program/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

  • 8+ years of experience in Program Management with a preferred focus on CRM & Marketing w/ technical focus
  • Advanced understanding of Atlassian product suite with particular focus on Confluence & Jira
  • Expert in program/project management best practices and stakeholder management
  • Familiarity with Martech and CRM systems including transactional communications
  • Familiarity with Customer Data Platform capabilities and use cases
  • Experience owning the end-to-end orchestration of large and complex projects across technical and non-technical teams
  • 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
  • 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
  • A passion for standards, process and documentation is a must
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