Sr. Manager of CRM & Customer Insights

EILEEN FISHER creates simple, sustainable, timeless clothes designed to work together as a system. We make our clothes with intention, supporting people to build their wardrobe meaningfully each season. And we make our clothes to last—and then take them back through our Renew team to be reworn and loved again, or through our Waste No More team, to be remade into entirely new felted designs. We believe in the fundamental potential of every person—our employees, our customers and those who make our clothes—and are committed to cultivating conditions that empower people. It’s all part of our commitment to doing business in a way that helps build a better industry. And a better future. EILEEN FISHER is a certified B Corporation, which means we voluntarily meet high criteria for social and environmental performance, accountability, and transparency.

Values Statement:

As a founder led Company, our values are deeply embedded in and shape our culture. Our values are a shared responsibility embodied in every position, and are intended to be woven into all that we do; how we approach our work and how we interact with one another. Our values support our commitment to Diversity, Equity + Inclusion, and our commitment to Sustainability guides us to protect our limited natural resources, fight climate change, support human rights and social impact, and inspire the fashion industry to embrace circularity.

We are authentic
We thrive in connection
We trust each other
We innovate through creativity
We are committed to the health of the whole
We are united by purpose

Position Summary:

*This is a hybrid position based in Irvington, NY*

We are seeking a dynamic and data-driven Senior Manager of CRM and Customer Insights to lead our customer relationship strategy and uncover deep consumer insights that fuel personalization, retention, and lifetime value across all channels.
You will play a critical role in shaping the customer journey, driving loyalty, and maximizing the ROI of our CRM and data initiatives—leveraging the power of Salesforce Data Cloud & Loyalty Management to unify and activate customer data at scale.

This role is ideal for someone with a strong blend of analytical skills, CRM lifecycle expertise, and a passion for using advanced data platforms to inform meaningful customer experiences in the fashion or retail space.

Key Responsibilities

CRM Strategy & Execution

Own and evolve the company's multi-channel CRM strategy to drive acquisition, engagement, retention and reactivation.
In partnership with Email Manager develop triggered lifecycle marketing campaigns (email, SMS, loyalty) powered by Salesforce Data Cloud audiences and insights.
Partner with ecommerce, digital, and retail teams to make sure customers have a consistent, connected experience across all the touch points
Optimize the CRM technology stack—including Salesforce Data Cloud and loyalty platform—to support business goals and enhance personalization.
Partner with channel managers to identify customer segmentation needs and translate them into actionable segments using first party data for activation across online and offline marketing channels.
Partner with store leaders and the retail operations team to deliver customer dashboards that support personalized clientele and in-store engagement strategies

Customer Insights & Analytics

Build a robust customer segmentation and profiling framework using behavioral, transactional, and demographic data within Salesforce Data Cloud.
Leverage Data Cloud’s real-time customer profiles and identity resolution to deepen understanding of consumer behavior and journey touchpoints.
Collaborate with internal stakeholders (product, merchandising, creative) to apply actionable insights to decision-making.
Design and oversee qualitative and quantitative research to uncover customer motivations and evolving needs.

Loyalty Program Ownership

Own and evolve EILEEN FISHER’s loyalty program, ensuring it reflects our brand ethos while delivering measurable business impact.
Design loyalty initiatives that reward meaningful engagement and deepen emotional connections with the brand.
Analyze program performance (enrollment, engagement, redemption, ROI) and optimize based on insights and customer feedback.
Collaborate with product, retail, and tech teams to deliver frictionless loyalty experiences across all touchpoints.

Performance & Optimization

Define, track, and analyze key CRM performance metrics — including LTV, CAC, churn, repeat rate, RFM, and campaign ROI — to measure and enhance customer engagement and profitability.
Deliver actionable insights to the marketing and channel teams to improve and optimize performance across all touchpoints.
Build and maintain comprehensive customer health dashboards that visualize key trends, segmentation performance, and engagement KPIs.
Conduct deep-dive analyses of customer segments and campaign outcomes to identify growth opportunities and recommend targeted improvements.
Leverage Salesforce Data Cloud analytics, A/B testing, and predictive modeling to continuously refine segmentation, personalization, and communication strategies.
Present regular performance reports and executive dashboards to senior leadership, highlighting insights that drive strategic decision-making and business impact.

Leadership & Collaboration

Partner with IT, data engineering, and Salesforce teams to ensure data integrity, compliance, and accessibility across the Data Cloud ecosystem.
Influence cross-functional teams to prioritize customer-centric strategies and leverage unified data for personalization and growth.

Required Experience

5+ years of experience in CRM, customer marketing in omni channel, or customer analytics, preferably in apparel, fashion, or retail.
Proven track record of developing and scaling CRM strategies with measurable impact on revenue and engagement.
Strong experience with CRM platforms (e.g., Salesforce Data Cloud, Salesforce Marketing Cloud, Snowflake, Merkle, Iterable), CDPs and analytics tools (e.g., Tableau, Looker, PowerBI GA).
Deep understanding of customer segmentation, LTV modeling, and marketing attribution.
Strong analytical and quantitative skills; comfortable with SQL or other data query languages a plus.
Experience with loyalty programs, retention campaigns, and lifecycle marketing best practices.
Excellent communication, collaboration, and leadership skills.

The salary range for this position is $125,000 - 145,000/year depending on relevant experience.

EILEEN FISHER, Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.

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