Develop and execute a cross platform communication strategy that maximizes repeat purchases and loyalty.Design and implement CRM program for the entirety of the customer lifecycle that includes: onboard/welcome, loyalty, cross sell referrals and win back etc.Establish testing strategy (test and control, multivariate testing) to optimize email subject lines, offers, segments/target, send time, creative etc depending on channel.Operate as direct analytics point of contact for marketing providing reporting & analysis for CRM campaignsUtilize statistics, database management, data mining to provide proactive strategic and tactical recommendations drawn from database insightsEnsure message and brand consistency is delivered across all channels at the customer levelWork with internal creative resources to optimize all email and social templates for repeat purchase

Drive strategy, implementation, and optimization of CRM program Optimize data from multiple sources to gain insights, identify trends and make strategic decisions needed to drive channel growthManage a team of FTEs, contractors, agency partners to execute CRM strategy across all channels Optimize and refine initiatives based on seasonality, industry updates and dynamic live event calendar

Lead and manage the pipeline of email marketing initiatives designed to increase the level of user engagement and conversion/retention.Analyze customer behavior in order to guide user segmentation tactics through identification of successful offers, content types, delivery tactics etc.Partner with cross-functional CRM team (design, copy, development, production/QA), partners, and stakeholders to develop testing framework and see projects through from conception to execution.Create and manage reports / dashboards to support efficient measurement of day-to-day CRM activities and marketing programs.Manage a global seasonal calendar to aid in localization initiatives.

Support the CRM department on accurate interpretation and consistent reporting out of data; execute quarterly customer metrics dashboard, which provides a holistic view of the customer: purchase behavior, channel cross-shopping, basket analysis, demographics and psychographics. Manage incoming report requests and prioritize consistent with business needs; conduct ad hoc analyses and project research using in-house BI (Business Intelligence) tool. Partner with external database vendor to ensure accurate campaign/promotion tracking and response analyses; execute direct marketing and email planning, segmentation, A/B test planning, and perform queries/analyses that will include list extractions, calculating ROI and other key performance metrics. Assist in quarterly Marketing hindsight reports; analyze data and identify areas of opportunity to recommend ‘move-forward’ strategies. Partner with the Retail team to help support customer data capture compliance and help build the Marketing Customer Database. Support cross-functional programs (Marketing, Ecommerce, Retail, IT) that will profitably grow the business and enhance the brand, including programs to maximize customer acquisition, retention and reactivation.

Event Management Worked with Marketing, PR and Sales teams to flawlessly execute events inline with brand standards. Responsibilities included: venue selection, development of event materials, providing necessary materials (watch allocations, display materials, invitations, gifts, catalogues, etc...) as well as event tracking, capturing results and reporting back to Italy. CRMImplemented a company-wide CRM program. Maintained and developed CRM data base list within SalesForce.com and SAP. Used segmentation to effectively target clients. TrainingDeveloped annual training program. Developed or sourced updated training materials from HQ.Tracked training execution and budgets. Monthly ReportingExecuted monthly analytics including scheduled internal or external (to Italy) reporting as well as ad hoc reporting needs. Key monthly reporting included the Monthly Commentary (sales, sales by region, sales by collection, sell-in/sell-out etc...), Sell-In reports for the Sales Directors and SIHH-Pan (Booster) sales data entry (sell-in, inventory).