CRM Consultant

Engagement Summary:

Using customer data to develop data-centric, actionable insights for each of our omni channel customer experiences (Retail/Clienteling, Atelier Direct, Ecommerce, CCC/Digital Personal Stylists), the CRM Consultant will be a key contributor to maximize Lafayette 148’s customer acquisition and retention by developing new reporting, analysis and channel strategies.

This is anticipated to be an on-site, 3 day/week, 6-month engagement (possibility of extension).

Scope to include the following reports, customer insights and actionable data:

  • Customer prospect (non-buyers) – if and why are they engaging
  • Customer acquisition – based on information collected from multiple sources including most recent post-purchase survey, consumer qualitative research, web tags and new customer registration – determine how these customer found Lafayette 148, what are they buying and sales stats
  • Customer retention – drawing from date collected through web surveys and consumer qualitative research – determine if there was growth, stagnation or decline and what behaviors behind
  • Customer loss/lapsed – looking by channel at reasons for loss/lapse to develop a reactivation strategy
  • Identify gaps in data collection based on KPI’s and segmentation results
  • Introduce best practices in reporting cadence and managing omni channel requests and optimization needs
  • Customer profiles/segmentation & customer journeys
    • Identify customer profiles/segments based on value/customer shopping and purchase behavior
    • Continue optimization of customer journeys
    • Apply knowledge to optimize customer touchpoints/customer journey
    • Identify opportunities w/in the customer-lifecycle journey
  • Campaign/program measurements – build measurements:
    • VIC Program/Loyalty Program
    • Promotional Campaigns/Programs
    • Marketing Programs

Skills & Experience:

  • 7+ years of CRM experience
  • Excellent understanding of marketing KPIs, segmentation experience and automation/systems experience
  • Salesforce Data Cloud/Marketing Cloud experience preferred
  • Strong attention to detail
  • Proactive thinker with ability to troubleshoot/problem solving and follow-up skills
  • Excellent communication skills and the ability to interact across departmental divisions
  • Must be a team player and be able to multi-task in a fast-paced environment

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