Consumer Campaign Manager, Gucci - New York

Job description

Role Mission

The Consumer Campaign Manager for Gucci America is responsible for coordinating, planning, maintaining and executing all activities related to consumer campaigns through all touchpoints and channels. This individual will manage programs to help drive growth in customer retention, sales per customer and creation of client centric campaigns being able to complement the definition of the targeting strategy with the execution in an Omni channel approach.

Key Accountabilities

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Develop, plan and execute an omni channel contact plan;

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Assist in developing the regional contact email marketing plan and revise quarterly and on demand, based on business needs;

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Coordinate and collaborate with regional departments (eCommerce, Retail, Merchandising and Marketing and Communications) to identify priorities and content and ensure consistency with company needs;

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Identify, develop and design omni channel campaign strategies to create consumer journeys across multiple touchpoints, including eCommerce, retail, social media, digital and advertising, including email campaigns, direct mail initiatives, online programs, and in-store efforts to communicate brand values, new product collections and brand partnerships;

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Collect and share with WW the regional needs on both commercial and communication needs;

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Support the definition of rules of engagement/contact frequency/no disturb for client segments;

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Balance tool mix and channel mix in order to maximize investments, commercial and relational (response rate and retention rate increase) results;

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Balance target mix on customer and prospect types to develop the contact base and reach retention and acquisition rate improvements;

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Collaborate with Consumer Insights Analyst to define target mix and monitoring practices;

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Manage the relationship with vendors to keep them monitored vs competitors;

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Coordinate and manage all aspects related to the planning, development, execution, deployment, analyses and reporting of all campaigns, both direct mail and email campaigns;

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Ensure and provide detailed weekly/monthly/quarterly reporting of KPIs and campaign results, summaries and analyses to further drive ongoing enhancements and highlight critical campaign information in a strategic and meaningful way;

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Assist to identify milestones in customer lifecycle and implement triggered campaign events to improve the results at these milestones;

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Coordinate all aspects related to production with mailhouse to help improve and build upon existing processes, drive and ensure that timelines are met while maintaining the brand quality;

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Support the consumer management team in monitoring and achieving results from departmental activities, initiatives and campaigns related to client relations;

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Liaise and communicate with retail store management to share results and reports in relation to consumer campaigns and follow-up activities;

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Execute WW guidelines to maximize channel and tools engagement.

Customer Feedback/Survey Development

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Assist in the execution, promotion and development of a set of WW surveys; promote local ones, across channel to listen to the voice of customers in specific steps of the lifecycle and/or in occasion of an experience (i.e., when purchasing, experiencing a service, claims…);

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Assess current survey practices/projects and define steps for improvement/dismissal;

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Scout and manage local vendors.

Budget & Planning

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Support planning activities and monitor or re-address them, if necessary;

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Support drafting the budget and performing periodical checks.

Desired profile

Qualifications :

Key Requirements

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Bachelor's degree required;

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Minimum of 3-4 years of experience in campaign development within the luxury retail sector;

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Excellent communication skills and proven ability to communicate clearly and concisely;

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Must have Salesforce experience and familiarity with marketing tools and channels to create and execute campaigns and programs; ;

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Ability to handle multiple tasks simultaneously and extremely detailed oriented;

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A strategic and operational mindset with an emphasis on guaranteeing return on investment;

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Proven analytical skills with a strong grasp of KPIs and ability to strategize;

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Capable to work in a fast moving and dynamic environment;

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Experience with catalog and/or direct marketing environment;

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Experience with email and mobile campaign management;

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Familiarity with marketing tools and channels to create and execute campaigns and programs; including Salesforce;

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Advanced knowledge of Excel, Powerpoint, and general understanding of other analytical tools;

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High level of expertise with Business Intelligence tools, Microstrategy, Business Objects, Cognos;

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High level of expertise with CRM systems, Oracle, Siebel, Acxiom etc.;

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Experience working with web analytics tools: Google Analytics, Coremetrics, Omniture, etc.

EOE M/D/F/V