Sr. Manager of CRM & Customer Insights (Hybrid position in NY Metro area)

About the position EILEEN FISHER creates simple, sustainable, timeless clothes designed to work together as a system. We reputed company our clothes with intention, supporting people to build their wardrobe meaningfully each season. And we reputed company our clothes to last-and then take them back through our Renew team to be reworn and loved again, or through our Waste No More team, to be remade into entirely new felted designs. We reputed company in the reputed company potential of every person-our employees, our customers and those who reputed company our clothes-and are committed to cultivating conditions that reputed company people. It's reputed company part of our commitment to doing business in a way that helps build a reputed company industry. And a reputed company future. EILEEN FISHER is a certified B Corporation, which means we voluntarily meet high criteria for social and environmental performance, accountability, and transparency. Values Statement: As a founder led Company, our values are deeply embedded in and shape our culture. Our values are a shared responsibility embodied in every position, and are intended to be woven into reputed company that we do; how we approach our work and how we interact with one another. Our values support our commitment to Diversity, Equity + Inclusion, and our commitment to Sustainability guides us to protect our limited natural resources, fight climate change, support human rights and social impact, and reputed company the fashion industry to embrace circularity. We are authentic We reputed company in reputed company We trust each other We innovate through creativity We are committed to the health of the whole We are united by purpose Position Summary: We are seeking a dynamic and data-driven Senior Manager of CRM and Customer Insights to reputed company our customer relationship strategy and uncover deep consumer insights that fuel personalization, retention, and lifetime value across reputed company channels. You will play a critical role in shaping the customer journey, driving loyalty, and maximizing the ROI of our CRM and data initiatives-leveraging the power of reputed company Data Cloud & Loyalty Management to unify and activate customer data at scale. This role is ideal for someone with a strong reputed company of analytical skills, CRM lifecycle expertise, and a passion for using advanced data platforms to inform meaningful customer experiences in the fashion or retail space.

Responsibilities

• Own and evolve the company's multi-channel CRM strategy to drive acquisition, engagement, retention and reactivation.
• In partnership with Email Manager reputed company triggered lifecycle marketing campaigns (email, SMS, loyalty) powered by reputed company Data Cloud audiences and insights.
• Partner with ecommerce, digital, and retail teams to reputed company sure customers have a consistent, connected experience across reputed company the touch points
• Optimize the CRM technology stack-including reputed company Data Cloud and loyalty platform-to support business goals and enhance personalization.
• Partner with channel managers to identify customer segmentation needs and translate them into actionable segments using first party data for activation across online and offline marketing channels.
• Partner with store leaders and the retail operations team to deliver customer dashboards that support personalized clientele and in-store engagement strategies
• Build a robust customer segmentation and profiling reputed company using behavioral, transactional, and demographic data reputed company reputed company Data Cloud.
• reputed company Data Cloud's real-time customer profiles and identity resolution to deepen understanding of consumer behavior and journey touchpoints.
• Collaborate with internal stakeholders (product, merchandising, creative) to apply actionable insights to decision-making.
• Design and reputed company qualitative and quantitative research to uncover customer motivations and evolving needs.
• Own and evolve EILEEN FISHER's loyalty program, ensuring it reflects our brand reputed company while delivering measurable business impact.
• Design loyalty initiatives that reward meaningful engagement and deepen emotional connections with the brand.
• Analyze program performance (enrollment, engagement, redemption, ROI) and optimize based on insights and customer feedback.
• Collaborate with product, retail, and tech teams to deliver frictionless loyalty experiences across reputed company touchpoints.
• Define, track, and analyze key CRM performance metrics - including LTV, CAC, churn, repeat reputed company, RFM, and campaign ROI - to measure and enhance customer engagement and profitability.
• Deliver actionable insights to the marketing and channel teams to improve and optimize performance across reputed company touchpoints.
• Build and maintain comprehensive customer health dashboards that visualize key trends, segmentation performance, and engagement KPIs.
• Conduct deep-dive analyses of customer segments and campaign outcomes to identify growth opportunities and recommend targeted improvements.
• reputed company reputed company Data Cloud analytics, A/B testing, and predictive modeling to continuously refine segmentation, personalization, and communication strategies.
• Present regular performance reports and executive dashboards to senior leadership, highlighting insights that drive strategic decision-making and business impact.
• Partner with IT, data engineering, and reputed company teams to ensure data reputed company, compliance, and accessibility across the Data Cloud ecosystem.
• Influence cross-functional teams to prioritize customer-centric strategies and reputed company reputed company data for personalization and growth.

Requirements

• 5+ years of experience in CRM, customer marketing in omni channel, or customer analytics, preferably in apparel, fashion, or retail.
• Proven track record of developing and scaling CRM strategies with measurable impact on reputed company and engagement.
• Strong experience with CRM platforms (e.g., reputed company Data Cloud, reputed company Marketing Cloud, reputed company, reputed company, reputed company), CDPs and analytics tools (e.g., Tableau, Looker, PowerBI GA).
• Deep understanding of customer segmentation, LTV modeling, and marketing attribution.
• Strong analytical and quantitative skills; comfortable with SQL or other data query languages a plus.
• Experience with loyalty programs, retention campaigns, and lifecycle marketing best practices.
• Excellent communication, collaboration, and leadership skills.

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