Position Summary

Responsible for leading the development and implementation of customer relationship management strategies for the Fielmann USA retail and ecommerce businesses. Utilize CRM strategies to improve customer engagement, increase share of wallet, and drive incremental revenue through customer retention and personalization efforts. Work closely with marketing, retail, ecommerce, and customer service teams to ensure a cohesive approach to customer relationship management.

Duties And Responsibilities

STRATEGIC DIRECTION

Design and execute CRM strategies to enhance customer relationships, drive retail and online sales, and support business growth
Oversee operation and maintenance of CRM software (HubSpot) to ensure data accuracy and system functionality
Segment customer base to create targeted marketing campaigns and personalized experiences
Analyze customer data to identify trends, insights, and opportunities for improvement
Plan, execute, and measure performance of CRM campaigns across various channels, including email, text, voice, social media, and direct mail
Map and optimize customer journeys to enhance overall customer experience and lifecycle management
Collect and analyze customer feedback to continuously improve CRM strategies and customer experience
Generate regular reports on CRM performance metrics and provide actionable insights to senior leadership
Ensure all CRM activities comply with relevant data protection regulations and company policies

Minimum Knowledge, Experience & Skills Requirements

Bachelor’s degree in marketing, business administration or related field
Combination of education and/or equivalent work experience in a related field
CRM related certifications a plus
3-5 years’ progressive marketing experience
1-3 years’ proven supervisory/management experience
Experience in the retail industry is preferred but not required
Expert in email and SMS strategy and execution, with at least 2 years’ experience using HubSpot
Excellent analytical and problem-solving skills with the ability to interpret complex data sets and drive customer growth by using data to inform segmentation
Strong verbal and written communication skills. Able to present data-driven insights clearly and effectively
Strong organizational skills and attention to detail. Able to manage multiple projects and deadlines
Able to meet deadlines with consistent accuracy
Strong interpersonal skills. Able to work effectively in a team environment and build relationships with various stakeholders
Demonstrate flexibility in responding to organizational changes and business priorities
Able to thrive within a fast-paced matrix environment
Proficiency with Microsoft Office Suite of programs

Essential Functions & Work Requirements

Ability to effectively communicate at all levels within the organization through written and two-way verbal communication
Able to read and write at a high school graduate level
Able to sit or stand for extended periods of time
Able to operate various office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)
Ability to see (Near, Distance, Color, and Depth Perception)
Able to evaluate color
Able to lift 10 to 20 pounds
Able to view/read computer screen for extended periods of time
Able to work normal and/or extended office hours to meet established deadlines
Able to travel independently to support Company objectives and personal development
Preferably in-office in Green Bay, WI or Mt. Clemens, MI; remote role considered

Shopko Optical

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