CRM Assistant Manager

About Us

David Yurman is a celebrated American jewelry company founded in New York by David Yurman, a sculptor, and his wife, Sybil, a painter and ceramicist. When the artists began collaborating, their goal was simply to make beautiful objects to wear. Led today by their son Evan, David Yurman creates timeless, yet contemporary collections for women and men defined by inspiration, innovation, consummate craftsmanship and cable – the brand’s artistic signature. David Yurman collections are available at 50 retail stores throughout the United States, Canada, Hong Kong and France and at over 300 locations worldwide, through their exclusive authorized fine jewelry and timepiece network of retailers.

Our Values

At David Yurman, creativity, innovation and impeccable craftsmanship are at the core of everything we do. Fueled by the energy of our hometown, New York City, artistic passion informs each and every jewelry design. The Yurman family’s guiding vision continually defines and redefines what it means to be the preeminent American luxury jewelry brand. We are committed to responsible business and social practices and to the protection and advancement of human rights. We believe in partnering with others who share these values and understand their importance.

Job Description

Position Overview

At David Yurman, the CRM and Loyalty function plays a critical role in seamlessly integrating the customer experience across both retail and e-commerce platforms. This ensures a unified journey for clients, irrespective of their chosen shopping channel.

As the CRM Assistant Manager, you will be instrumental in supporting the CRM team with strategic planning and executing an Omni-Channel marketing strategy. The goal is to enhance customer lifetime value and nurture retention. As a key player in optimizing the client experience, this role will support the implementation and monitoring of CRM strategies and collaborate with cross functional teams. This position requires a profound comprehension of customer insights, rooted in a data-driven approach.

Responsibilities

Omni-Channel Journey Execution:

• Spearhead the management, execution, and optimization of customer segmentation for retention and churn prevention across automated customer journeys.
• Serve as a critical bridge between retail and e-commerce teams to enhance our Omni-Channel retention strategy, ensuring a unified site and store experience.
• Collaborate extensively with store teams to develop and implement clienteling initiatives.
• Aid in the development of dashboards and reports for marketing campaigns, assessing the incremental impact of marketing endeavors.
• Work in tandem with the analytics team to adopt a continuous testing methodology, leveraging A/B and multi-variate tests to derive insights into loyalty and retention drivers.
• Oversee project timelines, guaranteeing that creative and technical deadlines are achieved on time and within budget.
• Go to market point of contact represative for CRM team
• Assist in the development of tools, materials and drafting of communications related to CRM & Clienteling including weekly newsletter content.
• Master a strong knowledge of the business and assess new opportunities in collaboration with Director and team to develop and execute new ways of supporting our clients.
• CRM Budget & Management
  
  

Loyalty Program Management & Execution

• Oversee and implement loyalty programs, including holiday programs, client gifting, and VIC client experiences.
• Propose enhancements to the loyalty experience and client tiering
• Manage the loyalty program roadmap, ensuring timely and budget-compliant delivery of all programs.
• Develop comprehensive directives for loyalty initiatives, providing clear guidelines for execution across store teams, customer care, and e-commerce.
• Assist in executing follow up activities related to various programs and events, including VIP Customer requests.
  
  

Customer Analysis

• Assist in the analysis of client insights to refine lifecycle strategies.
• Regularly monitor customer dashboards to identify shifts in customer behavior and audience dynamics.
• Monitor and assess the return on investment (ROI) for significant sales events, collaborating with teams to compile and analyze comprehensive data.
• Track key performance indicators (KPIs) for client satisfaction, including daily NPS surveys, as well as quality KPIs.
  
  

Qualifications

• A bachelor’s degree in marketing, IT, or a related field.
• At least 2-3 years of experience in CRM and lifecycle marketing, with a preference for candidates with a background in the luxury sector.
• An understanding of customer expectations, a service-oriented attitude, and an exceptional ability to resolve conflict.
• Proficient in incrementality testing, A/B testing, and mail over control analysis.
• Experience in audience creation within a Customer Data Platform (CDP) or campaign management tool (Experience with Salesforce Data Cloud and Marketing Cloud is advantageous).
• An understanding of clientele strategies and solutions is highly regarded.
• Strong SQL skills are highly desirable.
• Exceptional attention to detail with the ability to manage multiple projects simultaneously.
  
  

Location: New York, NY (Tribeca)

Work Model: Hybrid (3 Days in Office / 2 Days Remote)

Estimated Salary Range: $75,000 - $85,000

Diversity, Equity & Inclusion at David Yurman

As a company founded by artists, David Yurman champions self-expression in everything we do. We are committed to fostering a culture of openness and creative collaboration within our entire community, and we cherish the diversity of our employees’ backgrounds and perspectives. We will always advocate for equity and inclusion for all.

David Yurman is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender).