Vice President, CRM

Bergdorf Goodman is seeking a CRM leader to build and lead a dedicated team that will drive results by engaging with our customer at every point of her/his journey in order to deliver a luxury experience that will enhance their relationship with Bergdorf Goodman. This position will work directly with the Head of Customer Strategy and will partner with multiple leaders within Bergdorf Goodman and Neiman Marcus Group to develop and execute a holistic loyalty program including a private-label credit card.

This role calls for someone who possesses a founder’s mentality. Someone who can have total ownership of a financial plan; an ability to leverage resources across the Bergdorf Goodman and The Neiman Marcus Group organization; a willingness to roll up their sleeves in order to deliver for the customer and brand.  This individual is someone who can put our customers’ needs first while also looking for innovative and tactical ways to improve all customer touchpoints.

Key Responsibilities:

• Oversee the re-design and re-launch of a new loyalty program integrating existing private label credit-card rewards with a new multi-tender loyalty program
• Build the brand’s first dedicated CRM team and lead the team to be customer-focused, innovative, creative fast-moving and results-oriented
• Drive strategy and oversee performance of cross-channel tactics to drive high-quality customer penetration, frequency, migration and spend
• Leverage existing customer segmentation to define specific customer objectives and measure impact of specific initiatives against those objectives
• Act as a cross-functional leader by bringing together sales, marketing, creative and operations teams to develop first-in class customer experiences, execute and refine those experiences based on data-driven insights
• Support marketing and sales leaders in mapping tactics to specific customer objectives, prioritizing tactics into an integrated seasonal CRM plan and reporting results of tactics against target objectives
• Continually assess unique and innovative ways to integrate technology and the Bergdorf Goodman legacy service model together to evolve and scale an omni-customer journey that delivers the “expect everything” experience to a rapidly growing customer base   

Experience:

• Bachelor’s degree required; Master’s highly preferred
• 10+ years of CRM required; including team expansion and leadership
• Direct experience with private label and loyalty marketing experience
• Proven tenure in implementing customer and marketing strategies within a dynamic organization
• Prior experience in driving strategic needs across a complex organization to achieve complex and forward-thinking goals 
• Proven financial and problem-solving skills; proven ability to leverage data to identify key needs
• Experience in the retail industry (luxury preferred); exposure to an omni-channel loyalty program