Location: China Mainland
State/Province/City: Shanghai
City: Shanghai
Business Unit: Store Support Centre (SSC)
Director, CRM
Description & Requirements
Who we are.
lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.
Position:
Director, CRM
Reports to:
Senior Director, Brand Management
Location:
Shanghai
About this role:
This role is responsible for overall management and strategic leadership of the China CRM function, encompassing Guest Insights and Analytics, Guest Communication, Guest Segmentation and in the future the Membership Program. The leader will bring a data-driven understanding of guests’ needs and behaviors into the business. The CRM Director will collaborate across functions to provide actionable guest insights, enabling data-driven decision-making to support the overall China business strategy. This leader will be integral in building the infrastructure, processes, and frameworks necessary to map the guest journey and lifecycle. They will design and implement communication programs that drive guest engagement, retention, and lifetime value.?
Core Responsibilities:
Define and executive the CRM roadmap strategy for the company
Establish a Guest Report Framework and Reporting Suite- reporting and tracking of performance metrics across all channels (both online and offline)
Drive Guest analytics that yield insights into mraketing activities that support acquisiion, retention and building lifetime value of our guests
Own and oversee China’s comprehensive guest communication strategy and plan, ensuring alignment with business goals and partnering with key functions to deliver outcomes (Retail, Brand & Community, Social, DBE, Tech)
Influence priorities for technical roadmaps across marketing technology and data to support strategies and key business projects, inputting to annual AOP process for department
Partnership with Global CRM team
Build and lead a high-performing team, identifying talent gaps and opportunities to optimize performance and scale operations effectively.
Qualifications:
10+ years of experience within CRM, Lifecycle Management, Guest Insight and Loyalty
Strong management and leadership experience, ability to navigate multiple tracks of work with tight timelines
Strategic thinking and data-driven mindset
Open-minded, keep curious and eager to know
Excellent project management skills
Proactive and entrepreneurship with good collaboration and communication skill and proven experience to manager stakeholders in a matrix organization
Proven ability to build and develop high performing global teams that strive for excellence with a heightened sensitivity to visual presentations and design
Proven ability to work with and lead a cross-functional team
A team player with excellent communication skills and comfortably operating with agility in a fast-paced environment
Global mindset with a deep understanding of the China landscape and ecosystem
Additional notes
Authorization to work in China is required for this role.
Compensation and benefits package
lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. As part of our total rewards offering, you will receive competitive base pay and permanent employees in this position may be eligible for our annual bonus program and equity offerings, subject to program eligibility requirements.
At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:
- Supplement health and dental benefits, and mental health plans
- Paid time off
- Savings plan matching - Employee Stock Purchase Plan
- Generous employee discount
- Fitness & yoga classes
- Parenthood top-up
- Extensive catalog of development course offerings
- People networks, mentorship programs, and leadership series (to name a few)
Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.
Workplace arrangement
In-person collaboration and office-based work is necessary and important for this role. Work is performed onsite, 5 days a week, depending on role requirements.
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Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. lululemon is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment. While management is primarily responsible for seeing that lululemon equal employment opportunity policies are implemented, you share in the responsibility for assuring that, by your personal actions, the policies are effective.
lululemon is committed to providing reasonable accommodation to applicants with disabilities. If you would like someone from our team to contact you for individualized support, email us ataccommodations@lululemon.com. In your email, please include the position title, the location of the position and the nature of your request.