Location:
London
Address:
17 St Anne's Court London, London, City of W1F 0BQ United Kingdom
Job Title:
Clienteling & CRM Strategist
Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. 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 a purpose to keep the planet cold and the people on it warm. 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 a Clienteling & CRM Strategist for the EMEA region, 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 while developing and leveraging CRM tools and data insights to create a seamless, personalized shopping experience across all touchpoints. This role will be crucial in enhancing the customer journey, increasing lifetime value, and contributing to overall business growth across EMEA.
About The Role:
Clienteling & Relationship Building:
Build relationship with store managers and staff to help them nurture strong, long-term relationships with high-value customers across the EMEA region, providing them with personalised & luxury experiences.
Deliver a proactive approach & calendar for store teams to reach out to clients for new product launches, exclusive events, promotions, and tailored recommendations.
CRM Strategy & Execution:
Work with central teams to build and develop CRM systems to track client preferences, purchasing behavior, and interactions.
Build recommendations for tailored communication and experiences that align with client needs and desires.
Develop and implement CRM strategies aimed at increasing customer retention, lifetime value, and brand advocacy.
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.
Build out customer journey to attract, retain and nurture customers through outreach & experiences.
Event & Activation Support:
Alongside marketing & retail support the planning and execution of exclusive client events, trunk shows, and VIP experiences across the EMEA 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.
Continuous Improvement:
Heavily collaborate with central IT and Data teams to build, determine & develop CRM tools and reporting functionalities.
Work hand-in-hand with regional store managers to understand their needs from the CRM tool.
Stay up-to-date with industry trends, new CRM technologies, and best practices in clienteling, using this knowledge to continually enhance the client experience.
Regional CRM ambassador to train store team on tooling updates.
About You:
Minimum of 5 years of experience in clienteling, CRM, or customer loyalty roles, ideally within a luxury fashion or retail environment.
Experience in developing CRM software & analytics.
Experience in the EMEA region is highly preferred, with an understanding of regional client preferences and cultural nuances.
Strong interpersonal and communication skills.
Highly organized, with the ability to manage multiple projects simultaneously.
Data-driven mindset with a deep understanding of CRM and analytics, enabling you to optimize campaigns and drive results.
Fluency in English; additional languages (French, Italian, etc.) are a plus.
What’s in it For You?
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. We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work every day. We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service. Our different perspectives are what enable us to create, dream and live in the open. 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 HR@canadagoose.com.
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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. We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work every day. We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service. Our different perspectives are what enable us to create, dream and live in the open. 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 HR@canadagoose.com.
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