CRM Specialist

  • Company: Fendi
  • Location: United States
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Communication & Media
  • Experience required: Minimum 2 years
  • Reference No.: FEND00985
  • Date of publication: 2019.01.25



Job Title:  CRM Specialist

Location: FENDI Americas offices at 555 Madison Avenue in New York City


Main Objective


Reporting to the Sr Manager of Customer Relationship Management (CRM), the position's main objective is to lead and optimize database performance. Develop client knowledge, acquisition, retention and engagement through our CRM tools.


Job Responsibilities


Include but are not limited to the following:



  • Report and analyze customer information within the CRM database and developing action plans that will deepen our profiling and understanding of our clients
  • Convert data and trend analysis into action plans and empower store teams with appropriate messages for clienteling activities
  • Maximize ROI on client development tools, ie mailing and calling campaigns across 4 markets as well as gifting, in line with company investments and digital newsletters calendar.
  • Collaborate with HQ CRM team to manage newsletter calendar and adapt to local needs with focus on top doors
  • Manage in-store moment calendar by planning and helping store organize and track results
  • Manage and quantify ROI of "In Store Moment" clientele events;
  • Partner with retail leaders to ensure proper communication and KPIs of CRM activities;
  • Audit database for accuracy of data collection and KPIs
  • Collaborate with CRM Sr Manager to prepare workshops, presentations and collaterals;
  • Perform in-store trainings
  • Measure, analyze, and optimize our Client Lifecycle/ direct response campaigns and document best practices


Required Skills, Knowledge and Attributes


  • 2-4 years of related experience
  • At least 2 years of experience in a CRM role
  • Strong statistical/analytical background with expert competencies in Excel;
  • Budget tracking and reporting
  • Highly analytical: melding quantitative and qualitative data
  • Knowledge of retail and ecommerce business (preferably high-end luxury goods)
  • Data mining, business intelligence
  • Excellent communication and interpersonal skills
  • Strong listening skills, willingness to learn and keen problem-solving skills
  • Highly organized, proactive, resourceful and motivated - with a positive attitude
  • Ability to manage projects, meet deadlines and handle multiple tasks at the same time
  • Strong knowledge of Microsoft Office (Word, Excel, Power Point)
  • Sales force and Power BI preferred
  • Italian language a plus

Fashion & Leather Goods

Houses with a unique heritage and young emerging brands make up this exceptional division. Each of their creations becomes an object of desire, imbued with timelessness.

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