OVERALL PURPOSE OF THE ROLE

The Director of CRM will oversee the CRM strategy and lead the global CRM Analytics, Clienteling and Email teams within the Digital and Client Experience department. This role is crucial for driving CRM & Clienteling performance and achieving set targets and standards.

Day to day, you will be a strong people leader and be able to multi-task across multiple projects to meet daily, weekly, “seasonal” and long-term deliverables.

KEY RESPONSIBILITIES AND DUTIES

OVERALL

• Lead the Global CRM & Clienteling Strategy, aligning it with the business's strategic goals.
• Set, communicate, and strive to meet annual CRM & Clienteling targets.
• Drive CRM performance across all channels (Online, Stores), collaborating with Regional CRM teams and the Global Digital & Marketing teams.
• Identify and implement new initiatives to enhance client engagement, spending, and loyalty.
• Oversee Marketing & IT CRM costs and budgets.
• Manage and develop a high-performing CRM managers team, fostering a client-centric culture across the business.

CLIENTELING & VIC PROGRAMMES

• Head the Global Clienteling and VIC programmes.
• Develop and implement the Clienteling training strategy, ensuring a top-tier CRM experience at store level.
• Collaborate with Regional CRM, Marketing, and Retail teams to enhance Clienteling and VIC performance locally.

EMAIL

• Head the Global Email Marketing programme.
• Work with Ecommerce teams to optimize cross-channel marketing campaign strategies.
• Continuously seek new opportunities for CRM database growth.

CRM ANALYTICS & MARTECH

• Provide insightful analysis to support strategic and commercial decisions.
• Direct and optimize CRM segmentation/audience strategies across various direct-to-client marketing channels (Email, Clienteling, Social Media, Direct Mail, etc.).
• Promote a data-driven approach in CRM, utilizing advanced analytics for client acquisition and retention strategies.
• Coordinate with IT and external Martech providers for the maintenance and development of CRM IT tools and platforms (e.g., Clienteling app, ESP, SQL data server, Data visualization tool).
• Stay informed on the latest analytical techniques and trends to ensure best practices.

Team Management – Directly manage the following roles:

• Senior CRM Manager
• Senior Private Client Manager
• Senior CRM Analytics Manager
• Senior Email Marketing Manager

SKILLS, EXPERIENCE AND QUALIFICATIONS

• Previous experience in similar Director of CRM role
• Proven experience successfully planning, building, and executing a CRM strategy
• Past success leading large-scale Clienteling programmes within Retail organizations
• Excellent technical knowledge of CRM Martech stack and analytical systems
• Must have a strong commercial outlook and the ability to manage project delivery through internal and external stakeholders
• Has used complex CRM data systems – direct experience of using query based, relational database systems is an advantage
• Delivered data driven marketing communications – email and direct marketing, social campaigns and has the technical competence to take a hands-on approach
• Proven knowledge of data protection legislation and experience of defining policies and procedures to ensure compliance

CHARACTERISTICS REQUIRED

• Exceptional leadership ability and experience of successfully leading regional teams and managing external partners
• Outstanding communication skills, both written and verbal, including presentation skills
• Able to build strong, professional relationships with all relevant parties both internally and externally
• Creative innovator balanced with analytical and strategic discipline
• Strong knowledge of fashion and lifestyle marketplace; ability to spot industry trends
• Pro-active and able to show initiative and deliver innovative ideas to advance the business
• Strong knowledge of clienteling and retail standards
• Strong analytical skills
• Ambassador and entrepreneur

At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of 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. M/D/F/V