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Director, Global Customer Experiences
Fashion Industry Company
New York, NY, United States
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Company Corporation is a leader in the design, marketing and distribution of premium lifestyle products in four categories: apparel, home, accessories and fragrances. For nearly 50 years, Polo’s reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets.
ROLE MISSION
The Director of Global Customer Experience will support efforts to develop and implement market leading loyalty strategies and immersive customer experiences for Company worldwide. Loyalty strategies will drive customer retention and sales growth in key business areas. The successful candidate will have a proven track record of delivering results through marketing, persuasive communication, and relationship management.
KEY RESPONSIBILITIES
• Work closely with the Special Events and Retail teams on the development, implementation and analysis of pre, during and post strategy to ensure each event opportunity is maximized for client and business development.
• Curate and develop immersive personalized brand experiences for VIP clients.
• Manage, develop and implement top client seasonal gifting programs.
• Develop partnerships with travel, hotel, concierge services to offer key services to drive acquisition and cultivation of VIP clients
• Create tourist development programs to engage and cultivate key tourist groups during peak seasonal shopping periods
• Work with the Customer Insights (CIEM) team to develop key insights into the interests and preferences of VIP clients
• Work with Global and Regional Retail and Merchandising teams to manage the customer experience and end-to-end implementation of special orders such as MTO, MTM, and custom pieces.
• Work with global and regional cross functional teams to support business objectives:
• Retail
• Merchandising
• Special Events
• Public Relations
• Entertainment Relations
• Company Restaurants and Cafes
• Company Home
• Develop insights and strategies to measure, analyze and drive top client customer acquisition, retention and reactivation
• Analyze performance and impact of marketing initiatives on client development and customer behavior.
• Conduct customer experience analysis, including, customer segmentation analysis, marketing analytics etc.
• Utilize customer insights to make recommendations to further drive customer loyalty to the brand and improve the Company customer experience
• Develop loyalty-marketing initiatives to further drive brand engagement.
JOB REQUIREMENTS
• Bachelor’s degree in Business, Marketing, Retail, Hospitality. MBA Preferred.
• 8+ years of experience in Marketing, Retail, Special Events, Public Relations, Hospitality or Consulting
• Prior experience in luxury, fashion or hospitality industry preferred
• Proven ability in client management, exceptional relationship and partnership management skills in a B2B and B2C environment
• Strong interpersonal and relationship building skills. Experience interacting and working with VIP clients
• Strong appreciation and understanding of the luxury fashion industry and the Company lifestyle and brand values
• Excellent written, verbal and presentation skills.
• Strong knowledge of Microsoft PowerPoint and Excel.
• Knowledge of Adobe Photoshop and Indesign a plus.
• Experience with CRM Systems and Business Intelligence tools a plus.
• Strategic, analytical and relationship building competencies required, with a fundamental knowledge of retail math.
• Ability to outline a strategic plan, prioritize and make recommendations
• Ability to lead a group of peers to drive recommendations into implementation plans
• A collaborative team player who enjoys working in a cross-functional team environment
• Creative thinker with a positive and solution oriented approach.
Company is an equal opportunity employer. We offer dynamic career opportunities with growth potential and a generous company discount.