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Manager, CRM

Country : USA

State : New York

Town : New York

Category : Sales

Contract type : Permanent

Availability : Full time

Company presentation

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio - a global house of brands powered by optimism, innovation, and inclusivity.

Job description

You will manage a team that is responsible for the customer segmentation, audience selection, data distribution, and marketing effectiveness measurement for the North America direct marketing channels. You will work closely with business partners to understand what content is being created and use your knowledge of the customer to deliver the right message to the right person. You will constantly optimize and check assumptions using testing and advanced measurement frameworks to ensure the best customer experience and business results.

This position will report to the Senior Director, North America Marketing.


Your responsibilities will include...
- Manage the team responsible for working with cross-functional business partners to align messaging strategies and audiences.
- The manager will both lead the team and be involved in day to day hands-on work.
- Use our in-house database and segmentation tools to select audiences and deliver to email, direct mail, text messaging, and media partners.
- Ensure the creation and recording of metadata around our campaigns to support reporting and analysis.
- Manage marketing effectiveness reporting and create new reports/dashboards for marketing users.
- Manage, execute and plan our measurement and testing roadmap to optimize customer engagement.
- Work with vendors and internal partners to scope new marketing programs and build new workflows

Extra consideration for candidates with experience in...
- Using R or Python to build automations and visualizations
- Experience using AWS including EC2, Redshift, Lambda, s3
- Parallel distributed processing concepts - especially related to SQL query optimization
- A basic familiarity with various machine learning concepts including clustering, tree-based classification, neural-networks and dimensionality reduction


To be successful in this role, a good candidate will need...
- Strong technical skills and familiarity working with large customer data sets.
- 3-5 years using SQL with relational databases; you should have an advanced skillset.
- 3-5 years of professional experience in any industry, government, military, or other organization. We just ask that you have a passion for fashion.
- Have a natural curiosity and passion for using data drive greater customer centricity.
- Strong interpersonal skills and ability to work across teams with varied needs.
- Modern management approach; ability to motivate a team and foster career development.
- Be an advocate for the customer, champion the customer data and share insights proactively
- Ability to prioritize workloads appropriately with respect to urgency and potential impact.
- Excellent attention to detail and focus on accuracy.

Our Competencies for All Employees
- Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
- Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
- Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
- Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
- Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.

Our Competencies for All People Managers
- Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
- Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
- Managerial Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.


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