Manager, CRM - North America

Canada Goose•New York, NY

13d

About The Position

Canada Goose isn't like anything else. We've built something great, something special - an iconic brand with an inspirational and authentic story. At the heart of it is our promise to empower true exploration of all kinds. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by our purpose to embolden explorers and preserve the planet they roam. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people. Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking. Position Overview: As CRM Manager for North America, you will play a key role in building and driving customer loyalty and engagement through strategic CRM initiatives, clienteling programs, and personalized communication. You will be responsible for cultivating meaningful, long-term relationships with high-value customers in North America. In this role, it is also critical to partner with Global CRM to develop and leverage tools and data insights to create a seamless, personalized shopping experience across all touchpoints. This role will be crucial in building a liaison between Global & the NA Retail Organization, enhancing the customer journey, increasing lifetime value, and contributing to overall business growth across North America.

Requirements

Minimum of 5 years of experience in clienteling or CRM role, ideally within a luxury fashion or retail environment.
Experience in developing CRM software & analytics
Experience in the US region is highly preferred, with an understanding of Global/Regional business structure, regional client preferences and cultural nuance
Strong interpersonal and communication skills
Self-starter with an entrepreneurial spirit, agility and the ability to adapt to change while working in a matrixed organization
Highly organized, capable of managing multiple projects simultaneously
Data-driven mindset with a deep understanding of CRM and analytics, enabling you to optimize campaigns and drive results
Understanding of the luxury market and consumer mindset

Responsibilities

Clienteling & Relationship Building : Build relationships with the store managers and their teams to help them nurture strong, long-term relationships with high-value customers across the North America region, providing them with personalized & luxury experiences.
Deliver a proactive directive & calendar for store teams to reach out to clients for new product launches, exclusive events, promotions, and tailored recommendations.
CRM Strategy & Execution : Partner with Global CRM Team on all CRM Strategy, Systems and Outreach Execution (i.e. Email, SMS) CRM systems to track client preferences, purchasing behavior, and interactions
Develop and implement CRM strategies aimed at increasing customer retention, lifetime value, and brand advocacy.
Build recommendations for tailored communication and experiences that align with client needs and desires
Execute targeted CRM campaigns (email, SMS, app notifications, etc.) to drive sales, customer engagement, and retention, ensuring consistent messaging and brand alignment across all communications.
Analyze customer data and segmentation to identify trends, opportunities for cross-selling and upselling, and areas for program optimization.
Build tasks and review weekly CRM activity with stores to ensure outreach objectives have been met and build action plans where needed to help retail teams hit targets
Client Engagement & Insights : Provide data-driven insights and recommendations to improve client engagement, retention, and overall satisfaction.
Monitor the performance of clienteling initiatives, CRM campaigns, and client interactions, producing regular reports on ROI and customer feedback.
Collaborate with the retail and e-commerce teams to ensure seamless integration of clienteling and CRM activities across both online and offline channels.
In partnership with Global CRM Team, map customer journey to attract, retain and nurture customers through outreach & experiences
Event & Activation Support : Develop lockstep partnership with Marketing functions to support the planning and execution of client events activations, exclusive client trunk shows, and VIP experiences across the North America region to deepen client relationships and enhance the brand’s luxury appeal.
Ensure key clients are invited to and engaged in these experiences, fostering brand loyalty and community.
Identify KPIs in partnership with NA Marketing, NA Retail and Global CRM teams to measure ROI and drive sales
Continuous Development : Deepen partnership with Central IT and Data teams to build, Global CRM and NA Retail Training & Operations teams to level up CRM tools and reporting functionalities.
Work hand-in-hand with regional store managers to understand their needs from CRM tool(s)
Stay up-to-date with industry trends, new CRM technologies, and best practices in clienteling, using this knowledge to continually enhance the client experience.
Formalize regional CRM ambassador program to train store teams on tooling updates and program implementation

Benefits

A company built on Canadian roots and heritage
Your work is recognized with a comprehensive and competitive Total Rewards Program
Opportunities for career growth through numerous internal and external programs
Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
Be a part of CG Gives . Donation matching and paid volunteer time to help the organizations you care about
Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
Inspiring leaders and colleagues who will lift you up and help you grow
At Canada Goose, we believe that belonging goes beyond mere inclusion. It’s about being part of a community that values, supports, and empowers you. We thrive when we can be our authentic selves. Our community is built on empathy and the understanding that every individual’s experience is unique, and every voice is important. We also recognize that communities are ever evolving, and that our work is never done. At Canada Goose, belonging is more than just an ideal—it’s the key to unlocking our collective potential, taking us further together.
Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
There are multiple ways to interview with us! If you require any interview accommodation for your interview, please e-mail us at [email protected].