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. - Campaign Strategy & Governance: - 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. - Client Journey & Personalization: - 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. SUPERVISION RECEIVED Sr. Director, CRM & Data 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.