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
Pay Range: The pay range for this position is $50.00-$75.00 per hour. Pay offered may vary depending on skills, experience, and location.