Customer Strategy & Analytics Manager Luxury Retail
About the Opportunity
An established global luxury fashion house is seeking a CRM Manager to join its New York team and help shape the CRM strategy across the US & Canada.
This is an opportunity for someone who is highly analytical, commercially minded and naturally curious. The successful candidate will work closely with senior leadership and cross-functional partners to turn customer and product data into actionable insights that drive retention, engagement and revenue.
This role offers significant opportunity to create structure, influence strategy and make a measurable impact on a growing luxury business.
Location: New York City
Schedule: Primarily office-based with hybrid flexibility
Travel: Limited domestic and international travel
Key Responsibilities
- Analyze customer, product and transactional data to identify trends, behaviors and commercial opportunities
- Develop actionable CRM strategies based on customer segmentation, purchasing behavior and retention data
- Translate CRM insights into recommendations for Retail, Merchandising, Planning and Allocation teams
- Identify opportunities across customer tiers to improve retention, engagement and purchase frequency
- Develop and monitor CRM KPIs and reporting
- Support CRM initiatives across multiple luxury brands and customer segments
- Partner closely with retail teams to understand customer behavior at the store level
- Collaborate with global CRM teams and cross-functional stakeholders
- Support client development initiatives and select events based on customer insights
- Help develop processes and structure as the CRM function continues to evolve
Ideal Background
- Experience in CRM, customer analytics, lifecycle/retention marketing, customer insights or a related function
- Strong analytical capabilities with advanced Excel skills
- Experience working with CRM platforms; Microsoft Dynamics experience is highly desirable
- Ability to mine customer data and translate findings into clear commercial recommendations
- Strong understanding of segmentation, retention and customer behavior
- Curious, hands-on mindset with the ability to ask the right questions and investigate the why behind the data
- Comfortable working cross-functionally with Retail, Merchandising, Planning and other business functions
- Experience within luxury, premium fashion, beauty or another high-end consumer business preferred
- Comfortable operating in an entrepreneurial environment where processes and tools are still evolving
- Strong communication skills and confidence presenting ideas and recommendations
360 Talent is a luxury and premium retail recruitment consultancy connecting exceptional talent with leading Fashion, Beauty, and Lifestyle brands across North America and globally.