CRM Manager

Diptyque•New York, NY

About The Position

Diptyque, a renowned luxury fragrance house founded in 1961, is seeking a CRM Manager to lead email and SMS marketing for the Americas region. This role is crucial for developing and executing lifecycle marketing strategies to drive client acquisition, engagement, loyalty, and lifetime value. Reporting to the CRM Director, the position involves close collaboration with various teams including CRM, Insights & Analytics, Ecommerce, Digital, Marketing, and Sales. The ideal candidate is a strategic thinker and a hands-on operator adept at managing day-to-day CRM execution while contributing to the long-term roadmap for client communications and personalization. This role requires strong global collaboration skills to adapt global marketing strategies to local markets and ensure exceptional client experiences across all touchpoints. The CRM Manager will be responsible for the execution and optimization of CRM programs and technology partnerships, including Imagino, Wunderkind, Splash, and Movable Ink.

Requirements

5-8+ years of CRM or lifecycle marketing experience, preferably within luxury, beauty, fashion, or premium consumer brands.
Proven experience managing both Email and SMS marketing programs with direct accountability for channel performance and revenue impact.
Hands-on experience with enterprise ESP platforms is required.
Advanced HTML expertise is required, including the ability to build, edit, troubleshoot, and QA responsive email code independently.
Strong understanding of client segmentation, cohort analysis, personalization, lifecycle marketing, and omnichannel retention strategies.
Exceptional attention to detail and ability to manage high-volume execution with accuracy and consistency.
Strong cross-functional communication and project management skills with experience collaborating across Global, Marketing, Digital, Retail, and Planning teams.
Comfortable managing complex calendars and launches.
Experience with Google Analytics, Tableau, or similar reporting platforms.
Excellent project management, copywriting, organizational, and communication skills.
Ability to balance strategic thinking with hands-on execution in a fast-paced environment.

Responsibilities

Lead the development, execution, and optimization of lifecycle marketing campaigns across Email and SMS aligned to global strategy, Americas business goals, and revenue targets.
Translate data-driven client insights and campaign performance into actionable CRM strategies that improve engagement, retention, conversion, and lifetime value.
Design client journeys that move clients from acquisition to repeat purchasers to loyalty.
Partner with the CRM Director on segmentation strategy, audience architecture, personalization standards, and lifecycle roadmap planning.
Optimize local CRM initiatives while maintaining alignment with global strategy and brand standards (including Welcome and Birthday trigger programs).
Maintain and execute the CRM communication calendar across Email and SMS, including batch campaigns, triggered journeys, and automated lifecycle flows.
Collaborate closely with Retail, Digital, Demand Planning, and Client Experience teams to ensure the contact strategy remains agile, locally relevant, and aligned with evolving business priorities.
Manage day-to-day execution within Diptyque’s marketing tech stack (global and local architecture), including deployment, testing, QA, optimization, and troubleshooting.
Own SMS campaign management and optimization through Wunderkind.
Build, code, test, and deploy Email campaigns with a strong emphasis on HTML expertise and flawless rendering across devices, inboxes, and client touchpoints.
Execute A/B and multivariate testing across segmentation, creative, timing, messaging, personalization, and frequency.
Maintain list hygiene and ensure GDPR/CCPA compliance.
Partner closely with the CRM Manager, Insights & Analytics, to develop a deep understanding of the Americas client profile and lifecycle behaviors.
Analyze and report on CRM KPIs including database growth, deliverability, engagement, conversion, retention, and channel revenue contribution.
Act as the primary local CRM voice for Email and SMS channels, partnering with Global CRM, Marketing, Digital, Retail, eCommerce, and Client Experience teams.
Present performance insights, recommendations, and strategic opportunities to leadership and cross-functional stakeholders.
Identify opportunities for CRM innovation, personalization, automation, and client experience enhancements.