CRM Manager

Client Relationship & Experience Manager 

Location: Job is located in Soho, NY - 4 days on-site and 1-day WFH 

About Kirna Zabête: 

As a 360-degree fashion experience, we celebrate multiple style personalities with the belief that everyone should dress for joy. Whether you’re going casual, getting ready for a gala, or just the type to wear Bottega to the grocery store, we bring the runway’s most covetable looks right to your fingertips. Since 1999, Kirna Zabête has created  a style mecca where you can browse a curated collection of designer fashion at our uniquely vibrant stores, or on KirnaZabête.com. We currently have retail locations in NYC, East Hampton, Palm Beach, Bryn Mawr.

Summary:

Be the customer expert as well as their champion for a 360 degree luxury brand experience. Continue to grow and nurture our customer base at all touch points including, but not limited to Customer Relationship Management, Customer Acquisition/Retention, Clienteling and Customer Service. Assist the Head of Ecommerce in re-developing our customer service operations from the ground up. 
 

Omni-Channel Customer Relationship Management

• Develop multi-channel and cross-functional CRM strategies to support the customer lifecycle from acquisition, nurturing, retention and reactivation
• Constantly create, innovate and explore new ways to drive customer engagement and loyalty
• Help build and maintain brand equity by reinforcing our brands positioning through all customer outreach touchpoints
• Support the store's clienteling strategy, partnering with them to create additional customer outreach opportunities
• Inform the business about the customer personas specific to our database
• Analyze data and develop actionable plans that improve KPIs and drive results 

   

Customer Acquisition

• Generate new email and SMS leads from growth marketing tactics by collaborating with our Social Manager, Media Buying and Affiliate agencies on acquisition ideas
• Ensure on-site acquisition strategy is optimized for our traffic and consumer shopping habits
• Develop comprehensive customer insights that help inform new outreach strategies through all marketing channels
• Implement strategic database growth initiatives focused on subscriber lifecycle and engagement

Customer Retention

• Maintain the health of our database, ensuring we are only holding valuable customers with purchasing potential
• Be an expert on the make-up of our database and employ sophisticated segmentation techniques to optimize ROI
• Develop and execute Email/SMS campaign and flows
• Continuously refine our flows for optimal performance
• Employ data-driven insights and an iterative approach to optimize campaign builds, content approach, and testing strategies
• Generate monthly and seasonal reporting on campaigns and flows

Customer Service

• Work with the Head of eCom to develop a comprehensive Customer Service Department that is designed to learn and adapt to the needs of the customer
• Manage the day to day development of our customer service associate
• Recognize customer pain points and give recommendations on how to adjust process and communication to improve our relationship with them
• Use pain point insights to create new or adjust existing customer facing business rules

Requirements

• 2-4 years of experience of hands-on email/CRM experience and implementing data specific strategies or related experience
• Experience working with CRM platforms (Klaviyo, Mailchimp, Salesforce)
• Data-driven mindset with an ability to interpret analytics and data to drive decisions and strategy
• Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies
• Start-up mentality, eager to move quickly and work with a lean team
• Highly curious, always looking to learn and stay ahead of trends
• Previous digital and ecommerce experience
• Omni channel CRM strategy experience