Loyalty and CRM Manager, NORAM

Summary

At the crossroads of fashion and sport, Lacoste creates andliberates movement. Both universal and timeless, the brand transcends culturesand generations, elevating the crocodile as a rally sign.

An iconic French brand present in nearly 100 countries,Lacoste stand out for its unique know-how in each of its areas of expertise,from garment factory to omnichannel distribution.

At Lacoste, elegance goes beyond style. This elegance guidesall of its actions and its social and environmental commitments.

Working at Lacoste is belonging to a community of 8,500employees on the move to build the future. Committed to making equalopportunities a reality and to revealing potential, the company brings togethertalents from all walks of life, embracing their differences.

Lacoste is one of the inspiring brands driven by passionatepeople within the MF Brands Group, alongside Aigle, Gant, Tecnifibre and theKooples (http://mf-brands.com/).

Summary Description

We are actively looking for a Loyalty& CRM Manager to developand execute strategies to build customer relationships,increase recruitment, retention and engagement anddrive brand consistency and sales across channels in the US andCanada.

The ideal candidate will demonstrate anentrepreneurial mindset with a keen eye for detail and needs tohave a passion and understanding for the Lacoste brand and aproactivity and curiosity for commercial partnership, customer needsand driving loyalty.

Job Description

• Strategy Development – Assist to design, execute and manage loyalty program and CRM activation plan, focused on retention campaigns and customer journey mapping to increase recruitment, purchase frequency and engagement.
• Loyalty Program Management - Manage our customer loyalty program, including setting and monitoring KPI’s, assist in building rewards and ensuring seamless redemption processes and managing IT support.
• Clienteling and personalization: Utilize customer data to create personalized experiences and recommendations for individual clients both in-store and online with a key focus on our New York Flagship store
• Cross-functional collaboration: Work with marketing, omnichannel commercial teams and customer service teams to ensure a cohesive and positive brand customer experience of the program and CRM initiatives.
• Relationship Management: Build relationships with the sales teams and retail partners to ensure aligned, effective in-market execution for loyalty and customer engagement initiatives. Ownership of ambassador program in stores to manage KPIS and onboard feedback.
• Omnichannel Communication: Develop and execute communication strategies and action plans to engage customers in the brand and raise the visibility of the loyalty program across retail, DF & app and direct channels like mall communications, email, digital display and instore signage.
• Data analysis: Analyze customer data from CRM and loyalty platforms to identify trends, segment customers, and measure the effectiveness of our loyalty and customer engagement initiatives.
• Reporting: Maintain weekly business reports on customer database KPIs and loyalty program performance. Create monthly benchmark reports of competitor loyalty program offerings

Requirements/Qualifications

• Analytical skills: Expertise in evaluating customer data to identify trends, inform strategy, and measure program effectiveness.
• Strategic skills: Ability to craft and manage campaigns that drive recruitment and retention.
• Communication: Excellent interpersonal skills to work effectively across departments and communicate program value to both customers and internal stakeholders.
• Project management: The ability to manage budgets, timelines, and multiple projects simultaneously in a fast-paced environment.
• Technical proficiency: Familiarity with CRM platforms, loyalty program software, and data analytics tools are advantageous
• Customer-centric mindset: A genuine passion for providing excellent customer service and a focus on building long-term relationships

Core Values And Traits

Play as One Team:

• Showing respect towards everyone
• Commitment for the team’s work and decisions

Play With Elegance

• Striving for excellence
• Treating others with fair play and humility

Play By Daring

• Having the courage to speak up, experiment and take initiative
• To explore new opportunities

Play With Tenacity

• Constantly seek continuous improvement
• Learning from our failures

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• This job description is not intended to beexhaustive. They can be changed orally or in writing at any time bythe discretion of management. We as Lacoste associates must alwaysensure that all functions of our position are represented with our core valuesbeing: Accountable, Collaborative, Caring and Audacious.

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