About Us:

We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.   

One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. Learn more about Inclusion & Diversity at PVH here.

POSITION SUMMARY:

The CRM Director will be responsible for developing and executing the Tommy Hilfiger & Calvin Klein’s Customer Journey strategy, driving customer loyalty, and maximizing customer lifetime value. This role will oversee all aspects of customer relationship management, including data management, customer segmentation, campaign execution, and performance analysis.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:

• Develop and implement a comprehensive CRM & customer journey strategy while having alignment with other relevant teams and align with the company’s overall business goals.

• Develop and implement a comprehensive CRM strategy that aligns with the company's overall business goals

• Manage Customer service team and supervise their goals and initiatives under consistent and efficient direction

• Oversee the collection, management, and analysis of customer data to ensure data accuracy and integrity.

• Develop and implement customer segmentation models to identify target audiences and tailor marketing campaigns accordingly.

• Develop and execute targeted CRM campaigns across various channels, including email, App push notifications, LINE and Line Works.

• Track and analyze the performance of CRM initiatives to measure ROI and identify areas for improvement.

• Leverage customer data to gain insights into customer behavior and preferences, informing product development and marketing efforts.

• Lead cross-functional initiatives to approach to existing and potential customer especially by leveraging digital communication tools ( Social, Email and possible relevant marketing contents in EC site and store experience) in order to develop seamless customer experience path in collaboration with each stakeholders.

• Build pipeline and the best way of sharing analysis and findings relevant risk and  opportunities for brand business and consumer engagement especially from consumer POV proactively with relevant teams and company management team

• Facilitate NPS (Net Promoter Score) project as a PMO in alignment with internal function heads of stakeholders and external vendors in order to improve NPS scores cross functionally by finding out the efficient and effective ways of obtaining and analyzing customer brand perception and experience at all the brand contact points and also planning and executing continuous actions for its improvement   

• For the purpose of customer journey enhancement, collaborate with IT team to develop or upgrade necessary systems including POS and Marketing Automation and its relevant digital communication tools of official site, brand App, email, owned social media accounts) and activations at real stores.

• Plan the annual budget necessary for activities and manage its execution.

• Lead and mentor a team of CRM professionals, providing guidance and support to ensure optimal performance.

SUPERVISORY RESPONSIBILITIES:

Direct:                 Two CRM team members and two customer service managers

CREATIVITY: 

• Have an interest in fashion, lifestyles in trend and the latest consumer experience business areas of direct/ indirect competitors.

• Work on the creative and production process efficiently

TEAMWORK:

• Builds good working relationships; collaborates toward deadlines and deliverables.

• Have storing communication skillset for working with teams beyond organization

• Encourage support team’s new idea.

ORGANIZING:

• Work closely with relevant function heads to get aligned with high-level direction and procedure for the owned teams to procced their scopes smoothly

• Work according to defined schedules and deadlines; takes direction well and able to work with high accountability

• Manage own and team’s work and tracks progress.

• Seek out resources proactively to get things done

• Handle multi-task and adapt to changing priorities.

ENVIRONMENT:

• Ability to work in fast-paced, team-oriented setting

QUALIFICATIONS & EXPERIENCE:

• Experience: +5 year experience in CRM, preferably in the retail and fashion industries

• Education:  BA above

• People management: +3year experience (preferable)

• ROI conscious

SKILLS:

• Adequate people management skillset

• Experience and knowledge both of CRM and latest digital communication tool

• Knowledge of leveraging marketing automation program (third-party or company-owned)  

• Experience of planning, execution and analysis of qualitative and quantitative survey aiming for consumer and customer perception capture 

• Fluency in English (Business Level)

• Excel skillset inadequate for data analysis

• Power point skillset for own presentation development

PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications without regard to race, ethnicity, color, sex, gender identity or expression, age, religion, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH is also committed to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential.