Customer Strategy & Analytics Manager - Luxury Retail

360 Talent London; New York (NY); Hybrid; USD 100,000 - 140,000; Full time

Job summary

Global Luxury Fashion House in New York City is seeking a Customer Strategy & Analytics Manager to shape the CRM strategy across the US & Canada. You will translate customer data into actionable insights to drive retention, engagement and revenue.

The role requires strong analytical capabilities, advanced Excel skills, and experience with CRM platforms such as Microsoft Dynamics. Hybrid work with a predominantly office-based schedule in NYC.

Qualifications

• CRM analytics and customer insights experience.
• Strong Excel skills for data analysis and reporting.
• Experience with CRM platforms; Microsoft Dynamics preferred.
• Ability to translate data into actionable business recommendations.
• Curiosity and ability to ask the right questions.

Responsibilities

• Analyze customer, product and transactional data to identify trends and opportunities.
• Develop CRM strategies based on segmentation and retention data.
• Translate CRM insights into recommendations for Retail, Merchandising and Planning.
• Identify opportunities across customer tiers to improve retention and engagement.
• Develop and monitor CRM KPIs and reporting.
• Collaborate with cross-functional stakeholders and global CRM teams.
• Support client development initiatives based on customer insights.
• Help evolve CRM processes and structure as the function grows.

Skills

CRM analytics

Excel skills

Data mining

Cross-functional collaboration

Commercial mindset

Curious mindset

Tools

Microsoft Dynamics

Job description

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