CRM Manager

Diptyque is a Luxury Fragrance House that has established itself as one of the most renowned, leading fragrance houses within the luxury market today. Founded in 1961, the Maison is known for its mix of iconic scented candles, personal fragrances, bath and body products, and home décor. Its flagship boutique is in Paris' 5th arrondissement at 34 Boulevard Saint Germain.

Role Description 

We are recruiting a CRM Manager to lead email and SMS marketing across the Americas region. Sitting within the Marketing function and directly tied to revenue performance, this role is responsible for developing and executing lifecycle marketing strategies that drive client acquisition, engagement, loyalty, and lifetime value. 

This role reports to the CRM Director and partners closely with the CRM Manager, Insights & Analytics, the Ecommerce and Digital team, Marketing team, and Sales team.  

The ideal candidate is both a strategic thinker and a hands-on operator who thrives in a fast-paced environment. This person will oversee day-to-day CRM execution while helping shape the long-term roadmap for client communications, personalization, and lifecycle marketing. 

This role requires a strong global collaborator who can amplify the global marketing strategy at a local market level through close partnership with Global CRM and Digital teams. The ideal candidate brings exceptional attention to detail, strong cross-functional communication skills, and the ability to build trust with global counterparts to ensure best-in-class execution across all client touchpoints. 

The CRM Manager will own the execution and optimization of CRM programs and technology partnerships, including Imagino (ESP), Wunderkind, Splash, and Movable Ink, ensuring optimal client experiences and revenue-driving lifecycle campaigns. 

Key Responsibilities 

CRM Strategy & Lifecycle Management 

• 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. 

Channel Execution & CRM Technology 

• 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. 
   

Insights, Analytics & Cross-Functional Leadership 

• 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.
   

Key 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.
   

Core Competencies 

• Strategic and revenue-driven mindset 

• Strong technical and HTML proficiency 

• Data-driven decision making and analytical fluency 

• Exceptional attention to detail 

• Obsessed with understanding client behavior and translating data into action 

• Cross-functional collaboration and leadership 

• Strong client and business acumen 

• Entrepreneurial, proactive, and self-starting approach