Role Description

We are recruiting aCRM Managerto lead email and SMS marketing across the Americas region. Sitting within the Marketing function and directly tied to revenue performance, this roleis responsible fordeveloping and executing lifecycle marketing strategies that drive client acquisition, engagement, loyalty, and lifetime value.

This role reports to the CRM Director and partners closely with the CRM Manager, Insights & Analytics, the Ecommerce and Digital team, Marketing team, and Sales team.

The ideal candidate is both a strategic thinker and a hands-on operator who thrives in a fast-paced environment. This person will oversee day-to-day CRM execution while helping shape the long-term roadmap for client communications, personalization, and lifecycle marketing.

This role requires a strong global collaborator who can amplify the global marketing strategy at a local market level through close partnership with Global CRM and Digital teams. The ideal candidate brings exceptional attention to detail, strong cross-functional communication skills, and the ability to build trust with global counterparts to ensure best-in-class execution across all client touchpoints.

The CRM Manager will own the execution and optimization of CRM programs and technology partnerships, includingImagino(ESP), Wunderkind, Splash, and Movable Ink, ensuringoptimalclient experiences and revenue-driving lifecycle campaigns.

KeyResponsibilities

CRM Strategy & Lifecycle Management

• Lead the development, execution, and optimization of lifecycle marketing campaigns across Email and SMS aligned toglobal strategy,Americas business goals,and revenue targets.

• Translate data-driven client insights and campaign performance into actionable CRM strategies that improve engagement, retention, conversion, and lifetime value.

• Design client journeys that move clients from acquisition to repeat purchasers to loyalty.

• Partner with the CRM Director on segmentation strategy, audience architecture, personalization standards, and lifecycle roadmap planning.

• Optimizelocal CRM initiatives whilemaintainingalignment with global strategy and brand standards (including Welcome and Birthday trigger programs)

• Maintain and execute the CRM communication calendar across Email and SMS, including batch campaigns, triggered journeys, and automated lifecycle flows.

• Collaborate closely with Retail, Digital, Demand Planning, and Client Experience teams to ensure the contact strategyremainsagile, locally relevant, and aligned with evolving business priorities.

Channel Execution & CRM Technology

• Manage day-to-day execution withinDiptyque9smarketing tech stack (global and local architecture), including deployment, testing, QA, optimization, and troubleshooting.

• Own SMS campaign management and optimization through Wunderkind.