Job Description
Printemps New York is redefining the luxury retail experience in New York through a unique blend of fashion, hospitality, culture, events, and dining. More than a department store, Printemps is designed as a destination where retail, food & beverage, experiences, and community converge under one roof. As we continue to scale, we are looking for a highly entrepreneurial and hands-on CRM & Loyalty Manager to build and lead our customer retention, clienteling, and loyalty strategy across both retail and F&B. This is not a traditional CRM role. We are looking for someone equally comfortable analyzing KPIs, walking the sales floor, coaching sales associates, writing high-performing newsletters, and building omnichannel customer journeys. The Role : The CRM & Loyalty Manager will own the strategic development and day-to-day execution of Printemps New York’s CRM, clienteling, retention, and loyalty initiatives. This person will play a critical role in: recruiting new customers, increasing repeat visits and customer lifetime value, strengthening cross-category engagement between retail and dining, and helping transform Printemps into a true omnichannel ecosystem. The ideal candidate combines: retail sensibility, startup agility, strong editorial instincts, commercial thinking, and deep analytical rigor. This role requires someone highly operational and present on the ground, working closely with store teams, restaurant teams, e-commerce, marketing, and leadership. Key Responsibilities : CRM Strategy & Customer Lifecycle Develop and execute the overall CRM and retention strategy across retail and F&B Build customer lifecycle journeys from acquisition to retention, reactivation, and loyalty Define segmentation strategies based on customer behavior, spend, preferences, and engagement Drive customer lifetime value, repeat visit rate, frequency, and cross-category conversion Create strategies to: transform shoppers into diners transform diners into shoppers increase multi-category engagement across the Printemps ecosystem Partner with Marketing, Retail, Digital, and F&B teams to ensure a seamless omnichannel customer experience Loyalty Program Development Lead the strategic development and rollout of the Printemps New York loyalty program launching in September 2026 Define program architecture including: tiers rewards experiential benefits VIP strategy member communications Work cross-functionally with digital, operations, retail, and external partners to implement the program successfully Monitor loyalty performance metrics including: member acquisition engagement repeat purchase redemption retention ROI Clienteling & Retail Activation Own and drive the clienteling strategy across the store Serve as the key liaison between Clientela and sales associates Partner closely with retail teams to improve CRM adoption and customer data quality Train and support store teams on best practices for customer outreach and relationship building Develop personalized outreach strategies for VICs and high-potential clients Spend significant time on the sales floor understanding customer behavior and store dynamics Help shape customer experiences, appointments, events, and personalized services Email, SMS & Editorial Content Own the CRM communication calendar across: email SMS clienteling communications Write compelling, elevated, conversion-driven newsletters and SMS campaigns aligned with the Printemps tone of voice Partner with Creative, Buying, Retail, and F&B teams to develop relevant storytelling and editorial moments Build personalized campaigns tied to: events launches dining experiences cultural moments retail activations Optimize messaging performance through segmentation, testing, and data analysis E-Commerce & Omnichannel Conversion Work closely with the Website & E-Commerce Manager to improve online conversion and retention Build CRM journeys that connect: in-store e-commerce dining events and membership touchpoints Develop omnichannel customer experiences that feel seamless across physical and digital environments Strategic Partnerships & Member Acquisition Lead and develop strategic CRM and loyalty partnerships with key external partners including premium payment networks, hospi