CRM Associate, the Americas

CRM Associate, the Americas

Overview: The CRM Associate, the Americas will be based in New York and report directly to the Director of Client Engagement & Retail Performance, the Americas. This role is dedicated to retaining and growing our client database. It involves identifying opportunities for upselling and cross-selling, increasing transaction frequency, and recruiting new clients. The role aligns client needs with company solutions and fosters long-term client relationships by implementing and supporting personalized and localized CRM campaigns and initiatives. In this role, you Retail & Client Excellence dept will collaborate cross-functionally with Boutique Operations, Omnichannel, Client Services, Events & Communications and Buying & Planning teams to deliver seamless customer experiences and integrate our CRM goals across all client touchpoints. This position requires a high level of attention to detail, prioritization, and superior end-to-end communication skills.

CRM Key Responsibilities

• Support the implementation and development of the Client Excellence action plan to ensure all client engagement opportunities (e.g., communication, gifting, events, experiences, initiatives) are maximized, appropriately targeted, and delivering the expected ROI.
• Develop strategies to enhance existing email and SMS programs, emphasizing personalized outreach, efficient appointment scheduling, and comprehensive client planning across all engagement platforms.
• Promote a client-centric business by reinforcing the culture of clienteling in our boutiques and supporting its development in our online environment through cohesive trainings and engaging communication.
• Develop and drive a multi-year loyalty roadmap that aligns with brand and business goals, delivering a cohesive and elevated loyalty experience across all channels. Ensure the loyalty program drives customer retention, engagement, and lifetime value while meeting key performance indicators (KPIs) and generating a measurable return on investment (ROI).
• Collaborate with the Client Excellence team to ensure that global CRM client engagements are proactive, relatable, and relevant to our local existing clients and prospects.
• Oversee customer gifting initiatives to ensure effective execution of the strategy. This includes managing organized inflow, inventory, allocation, outbound distribution, maintaining logs, and post-initiative reporting.
• Prepare, package, and ship all boutique activation and incentive gifting initiatives.
• Manage and communicate all gifting trackers with boutiques.
• Overseeing and sending out all UPS tracking information to boutique managers.
• Manage local charity donations and contributions, maintaining a ledger of requests, contributions, and all necessary documentation.
• Drive high-quality data capture and ensure data privacy. Become an expert on US, Canada, and Mexico data privacy laws, and collaborate with boutique leadership to enhance client data capture in support of clienteling activities.
• Proactively seek out CRM trends and best practices from competitors and other luxury players across the industry.

Skills and Requirements

• Bachelor’s degree required.
• 2 years of CRM experience. Experience in luxury retail and/or hospitality is a plus.
• Proficient in all Microsoft Office/Suite and computer programs.
• Knowledge of CRM systems, such as Salesforce and clienteling apps, is a plus.
• A deep understanding of luxury retail dynamics and the client journey, with experience in developing and implementing client experience strategies.
• Proven track record of driving client loyalty and retention initiatives.
• Passion for Christian Louboutin and a true ambassador for the brand with a strong sense of responsibility.
• Ideal candidate has work experience in a medium-sized multinational company or luxury business.
• Additional fluency in languages is a plus, French, French Canadian, and Spanish.
• Proactively contributes to creating a team atmosphere that is professional, flexible and enjoyable.
• Exudes a “no task is too big or too small” attitude, with initiative, commitment, reliability, and positivity. Does not accept mediocrity.
• Versatile; embraces change and is consistently able to develop and adapt to the needs of the business.
• Ability to think both strategically and tactically, with equal comfort in long-term planning as well as day-to-day progress tracking and execution.
• Driven to learn and grow.
• Grasps new concepts quickly, prioritizes efficiently, and is organized.
• Exceptional customer service skills along with transparent and effective interpersonal, verbal, and written communication skills.
• Experience working closely with vendors, maintaining strong relationships, and experience with managing budgets and invoices.
• Strong follow-up, and attention to detail to ensure deadlines are met.
• Adheres to company policy and confidentiality.

Our Business and Our Values:

Christian Louboutin, founded in 1991 in Paris, is a leading global luxury brand for shoes and leather goods for both women and men. Christian Louboutin is also renowned for its iconic red sole, imagined by Mr. Christian Louboutin himself a year after the creation of the brand. The brand has more than 160 Boutiques in 38 countries featuring signature shoes such as iconic pumps, sneakers, and loafers alongside seasonal collections for women, men, and accessories. Christian Louboutin imagines collections through a large spectrum of inspirations emanating from his love of Paris, his travels, and his passion for art and craftsmanship. 2014 welcomed the launch of Christian Louboutin Beauté with the iconic Rouge Louboutin nail and lip color.

Our people are at the heart of our brand.

We celebrate individuality and empower our team members to take responsibility, autonomy, and creativity into their roles. Our colleagues share the same passion and dedication to our Brand and its continued success.

We live by our values:

We are down to earth – we stand with authenticity, integrity, and respect. We have passion – we drive our business with agility, commitment, and care. We feel happiness in all that we do – we collaborate with positivity, open-mindedness, and fun. We find inspiration in our work – we envision the future with confidence, creativity, and freedom.”

The Maison Christian Louboutin is an equal-opportunity employer. We are committed to recruitment practices that do not discriminate against any job applicant because of their race, color, gender, age, nationality, culture(s), religion, sex, physical or mental disability, or age. We believe that a culture of diversity and individuality fosters our above core values. So, if you also share this mindset and these values, and you dream of coloring your soles red as part of the Louboutin adventure, please join us!

In accordance with the New York City Commission on Human Rights and in compliance with the Salary Transparency Law, Christian Louboutin envisions the general compensation range for this position to be $62k - $68 per YEAR.

*This range is NOT inclusive of other forms of compensation or benefits such as commissions, overtime, discretionary bonuses, health insurance, retirement savings, or paid leaves of absence. Such details will be further communicated during the interview process and/or at the time of an official offer of employment.