Senior Manager, CRM & Client Lifecycle

About the role

Parfums Christian Dior, part of the LVMH Group, is seeking a Senior Manager, CRM & Client Lifecycle to define and execute the North America CRM vision across owned client channels and omnichannel experiences. Reporting to the Senior Director, CRM & Data, this strategic leader will develop lifecycle marketing strategies that drive client acquisition, engagement, retention, loyalty, and lifetime value while ensuring a seamless luxury experience across Dior.com, boutiques, clienteling, loyalty, and CRM communications.

Responsibilities

• CRM Strategy & Lifecycle Leadership: Define and lead the North America CRM strategy aligned with business objectives and global priorities; develop lifecycle marketing strategies to increase acquisition, retention, repeat purchase, loyalty participation, and client lifetime value; design and continuously optimize end‑to‑end omnichannel client journeys; establish CRM priorities, annual roadmap, testing framework, and growth opportunities.
• Campaign Strategy & Governance: Lead CRM campaign planning across Email, SMS, Push, Triggered Communications, Loyalty, and Clienteling; own campaign governance, prioritization, and resource planning; partner with Creative, Brand Marketing, E‑Commerce, Retail, and Merchandising to deliver cohesive experiences; drive continuous optimization through testing, personalization, segmentation, and performance analysis.
• Client Journey & Personalization: Evolve Dior’s omnichannel client journey ensuring consistency across digital and retail touchpoints; collaborate with CRM Analytics and Data Product teams to develop scalable personalization strategies using first‑party data; identify automation, behavioral triggers, predictive audiences, and dynamic content opportunities; champion new CRM capabilities while maintaining 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, and personalization performance; translate insights into actionable recommendations; present performance, initiatives, and opportunities to senior leadership.
• Cross‑Functional Leadership: Serve as primary CRM business partner across Retail, E‑Commerce, Beauty Tech, Client Experience, Data & Analytics, and Global CRM teams; collaborate with Product and Technology to prioritize CRM capabilities, automation, and experience enhancements; support implementation of new CRM technologies and omnichannel initiatives.

Qualifications

• Bachelor’s degree required; MBA or related graduate degree preferred.
• 8+ years of experience in CRM, lifecycle marketing, digital marketing, or 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.
• Analytical mindset with 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.

Pay

The published salary range for this position is $130,000.00 – $170,000.00, with flexibility to pay outside this range based on expertise, performance, and tenure.