Senior Manager, CRM & Client Lifecycle

LVMH Group; New York (NY); On-site; USD 130,000 - 170,000; Full time

Job summary

Parfums Christian Dior North America is seeking a Senior Manager, CRM & Client Lifecycle to define and execute the CRM vision across owned channels and omnichannel experiences, reporting to Senior Director, CRM & Data.

You will lead lifecycle campaigns across email, SMS, push, loyalty, and clienteling, partnering with Retail, E-Commerce, Analytics, and Digital Product to drive acquisition, engagement, retention and lifetime value while maintaining Dior luxury positioning.

Qualifications

• Bachelor's degree required; MBA or related graduate degree preferred.
• 8+ years of experience in CRM, Lifecycle Marketing, Digital Marketing, or customer engagement.
• Proven experience leading CRM strategy across email, SMS, loyalty, personalization, and lifecycle programs.
• Strong understanding of CRM platforms, marketing automation, customer segmentation, and omnichannel marketing.
• Experience partnering with Analytics, Product, Technology, and Retail organizations to deliver client-centric initiatives.

Responsibilities

• Define and lead the North America CRM strategy aligned with business objectives and global CRM priorities.
• Develop lifecycle marketing strategies to increase client acquisition, engagement, retention, and lifetime value.
• Design and optimize end-to-end omnichannel client journeys across digital and retail touchpoints.
• Establish CRM priorities, annual roadmap, testing framework, and growth opportunities.
• Lead CRM campaign planning across Email, SMS, Push, Triggered Communications, Loyalty, and Clienteling initiatives.
• Partner with cross-functional teams to deliver cohesive client experiences and governance.

Skills

CRM strategy

Lifecycle marketing

Omnichannel

Data-driven marketing

Cross-functional leadership

Customer engagement

Education

Bachelor's degree

MBA or related graduate degree

Tools

CRM platforms

Marketing automation

Analytics tools

Job description

From 1946, people of the House of Parfums Christian Dior in France and around the world embody the spirit of excellence, creativity, and the unique savoir-faire of its creator, the couturier-perfumer Christian Dior. Revolutionizing the codes of French elegance and luxury with its perfumes, combining tradition and daring innovation in makeup and skincare, we reinvent every day the Dior style and affirm beauty and joy in its entirety.

Parfums Christian Dior invites you today to join its North America teams. Parfums Christian Dior is part of the LVMH Group.

The Senior Manager, CRM & Client Lifecycle is a strategic leader responsible for defining and executing Parfums Christian Dior North America's CRM vision across owned client channels and omnichannel client experiences.

Reporting to the Senior Director, CRM & Data, this role leads the development of lifecycle marketing strategies that strengthen client acquisition, engagement, retention, loyalty, and lifetime value while ensuring a seamless luxury client experience across Dior.com, boutiques, clienteling, loyalty, and CRM communications.

This position oversees CRM strategy, campaign governance, personalization, and client journey optimization while leading a high-performing CRM team responsible for email, SMS, push notifications, triggered communications, and lifecycle programs. The role partners closely with Retail, E-Commerce, Client Experience, Beauty Tech, Data & Analytics, Digital Product, and Global CRM teams to deliver best-in-class client experiences powered by data and innovation.

The ideal candidate combines strategic thinking with operational excellence, has a passion for luxury client experience, and possesses a strong understanding of CRM technology, data-driven marketing, and omnichannel retail.

Principal Duties and Responsibilities

• CRM Strategy & Lifecycle Leadership
  • Define and lead the North America CRM strategy aligned with business objectives and global CRM priorities.
  • Develop lifecycle marketing strategies that increase client acquisition, retention, repeat purchase rate, loyalty participation, and client lifetime value.
  • Design and continuously optimize end-to-end omnichannel client journeys across digital and retail touchpoints.
  • Establish CRM priorities, annual roadmap, testing framework, and business growth opportunities.

Job responsibilities

• Lead CRM campaign planning across Email, SMS, Push, Triggered Communications, Loyalty, and Clienteling initiatives.
• Own campaign governance, prioritization, and resource planning to ensure execution quality and business impact.
• Partner with Creative, Brand Marketing, E-Commerce, Retail, and Merchandising teams to deliver cohesive client experiences.
• Drive continuous optimization through testing, personalization, segmentation, and performance analysis.
• Lead the evolution of Dior's omnichannel client journey, ensuring consistency across Dior.com, boutiques, loyalty, and clienteling touchpoints.
• Partner with CRM Analytics and Data Product teams to develop scalable personalization strategies powered by first-party data.
• Identify opportunities to improve client experience through automation, behavioral triggers, predictive audiences, and dynamic content.
• Champion new CRM capabilities that enhance personalization while maintaining Dior's luxury positioning.
• Business Performance & Analytics
  • Own CRM business KPIs including:
    • Revenue Contribution
    • Client Retention
    • Repeat Purchase Rate
    • Client Lifetime Value
    • Engagement Metrics
    • Database Growth
    • Campaign Performance
    • Personalization Performance
  • Translate performance insights into actionable business recommendations.
  • Present CRM performance, strategic initiatives, and business opportunities to senior leadership.
• Cross-Functional Leadership
  • Serve as the primary CRM business partner across Retail, E-Commerce, Beauty Tech, Client Experience, Data & Analytics, and Global CRM teams.
  • Collaborate with Product and Technology teams to prioritize CRM capabilities, automation, and client experience enhancements.
  • Support the implementation of new CRM technologies and omnichannel initiatives.

Profile

• Bachelor's degree required; MBA or related graduate degree preferred.
• 8+ years of experience in CRM, Lifecycle Marketing, Digital Marketing, Customer Engagement, preferably within luxury retail, beauty, fashion, or premium consumer brands.
• Proven experience leading CRM strategy across email, SMS, loyalty, personalization, and customer lifecycle programs.
• Strong understanding of CRM platforms, marketing automation, customer segmentation, and omnichannel marketing.
• Experience partnering with Analytics, Product, Technology, and Retail organizations to deliver client-centric initiatives.
• Demonstrated ability to lead cross-functional projects and influence senior stakeholders.
• Strong analytical mindset with the ability to translate complex data into business strategy.
• Excellent communication, presentation, and leadership skills.
• Highly organized with exceptional project management capabilities.
• Passion for luxury client experience and delivering elevated consumer journeys.
• Ability to thrive in a fast-paced, collaborative environment while balancing strategic planning and operational execution.

Additional information

LVMH Inc. uses the published salary range as a guideline to provide our employees with market competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance and tenure. While the published salary range is a good faith reflection of the targeted salary level for the position, LVMH Inc. reserves the right to pay outside of the published salary range of $130,000.00 - $170,000.00.

This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

All your information will be kept confidential according to EEO guidelines.