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.

Senior Manager CRM Operations The Team This position will form part of the Digital Consumer Operations team, which is responsible for all digital consumer operations, with a mission to help deliver best-in-class digital experiences across all markets and DTC channels. This team plays a critical role in providing the insights, tools and capabilities needed to drive commercial growth, consumer engagement and retention through excellence in customer experience, digital product development, and eCommerce and consumer analytics. This team collaborates across multiple functions, including the Brand teams, global and regional IT and the Global Analytics team to enhance the digital consumer experience, providing each brand with data-driven actionable insights to inform their strategy, commercial priorities and roadmaps. The Position As Senior Manager CRM Operations, you will oversee CRM operations to drive customer engagement, optimise campaign execution and service the brand strategy. You will lead the team which is responsible for ensuring that CRM tools and platforms are effectively set up and maintained for Brands to drive effective campaigns and support marketing automation and email creation for both brands. You will work closely with Marketing teams across CK and TH to ensure CRM activities are effective and achieve the desired outcomes. Your work will be essential in contributing to the overall commercial and operational success of PVH. Key Responsibilities: • Strategic Development: Support the VP Consumer Digital Operations with the development of the Digital Operations strategy and plan, feeding in CRM specific insights and requirements • CRM Systems: Manage the configuration of CRM systems and modular templates to support effective CRM operations • Continuous Improvement: Identify opportunities to optimise CRM systems and operations, implementing changes and enhancement as required • Data Warehouse: Oversee data warehouse activities including capturing, storing and organising customer data into a single place • Trend analysis: Analyse consumer trends and campaign metrics to suggest enhancements and support Brands in driving effective CRM campaigns • Automated Journeys: Build and execute automated journeys e.g. trigger campaigns, behavioural email generation • CRM Optimisation: Conduct CRM analytics to optimise and personalise CRM campaigns in support of the CRM strategy developed by Brands • Optimise Performance: Work with Consumer Analytics to drive dynamic content, marketing automation and campaigns to optimise performance and revenue • Loyalty Operations: Run loyalty programme operations on behalf of Brands, tracking performance and sharing insights with Brands to adjust strategies and programmes as required • Build CRM content: support brands in developing CRM campaign content as required, eCommerce retention strategies and trigger emails as required • Brand Alignment: Work closely with CRM teams in TH/CK Marketing to ensure optimum support is being provided and there is alignment with the strategic goals and priorities to best deliver Brand goals • Stakeholder Engagement: Partner with senior business leads, brands and other key stakeholders to ensure alignment on goals, timelines and priorities • Team Leadership: Lead and mentor a team of CRM professionals to inspire, guide and support the development of a high performing CRM team Note: Responsibilities include, but are not limited to, those listed above. The role may require additional tasks and duties as assigned to meet the needs of the department and organization. Measures of Success • CRM & User Journeys: Continuously optimizing triggered/ automated CRM journeys and ensuring timely and qualitative newsletter delivery in strong collaboration with the brand teams • Campaign Performance: CRM attributed revenue, conversion rate by campaign, customer lifetime value • Operational Efficiency: Campaign deployment accuracy, system uptime/downtime, data sync latency Requirements • Deep expertise on managing end to end CRM operations for a fashion retailer, eCommerce or consumer brand for at least 10 years including knowledge of relevant systems and tooling to support CRM activities • Knowledge and ability to manage strong loyalty and retention programmes and campaigns which attract and retain consumers • Leadership & management: 5+ years leading a team, providing stewardship, guidance and support • Problem solving: advanced understanding of how to solve complex problems and critically assess the solutions required • Stakeholder Management: Exceptional collaboration and stakeholder management skills, with the ability to work cross-functionally and juggle competing priorities across brands • Analytics & Data Expertise: Strong analytical skills with the ability to interpret complex data and make robust, data driven decisions to improve business outcomes • Communication skills: advanced ability to clearly convey information both written and orally with executive internal stakeholders and senior external stakeholders, effectively influencing others • Education: Bachelor’s degree in a relevant field, e.g. Business, Marketing, Statistics, Data Science or a related discipline. • Fluency in English (written and spoken) Behaviors At PVH, how we act is as important as what we do. Here are some key behaviors we expect from our people: ENTERPRISE FIRST – we act in the best interests of PVH and its consumers beyond our own team, brand, region or market. DRIVE CHANGE – we lead by example and are optimistic about change . We challenge the status quo but fully commit once a decision is made. CREATE CLARITY – we are diligent in providing context and setting our priorities so we can be productive quickly. INSPIRE TRUST – we create safe spaces for debate and deliver on what we promise so people can learn to depend on us. TAKE ACCOUNTABILITY – we focus on work with the biggest business impact and give candid feedback to each other.

Your Wellbeing is Our Priority

In the heart of Amsterdam, PVH is home to the global headquarters of Tommy Hilfiger and the European offices of Calvin Klein.  

• Wellbeing: exclusive onsite gym and fitness classes, personal training, meditation studio, sports clubs, in-house physio, and receive access to our nutritional and wellbeing programs 

• Campus: extensive food and beverage offerings, top-notch restaurant, barista coffee bars, sky bar, monthly social events, weekly Thursday drinks, game nights, and campus-themed activities that will keep your social life busy 

• Develop your career: whether you lead a team or contribute your own expertise, everyone is a leader at PVH. PVH University curates and delivers training programs for you to continuously develop your professional and personal goals 

• Be at the forefront: stay closely connected to our brands, CALVIN KLEIN and TOMMY HILFIGER, and be a part of seasonal market launches, sample sales and receive employee discounts! 

Check out our Amsterdam Campus here.

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.