CRM & Loyalty Manager

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, hospitality groups, luxury communities, and lifestyle brands
• Identify and negotiate customer acquisition and retention opportunities with partners such as American Express, Visa, Mastercard, luxury concierge services, travel, hospitality, and cultural institutions
• Develop exclusive member experiences, offers, and benefits to drive acquisition, engagement, and repeat visitation
• Build partnerships that strengthen Printemps New York’s positioning as a luxury lifestyle and hospitality destination
• Track and analyze partnership performance, customer acquisition impact, and ROI

Profile :

• 5+ years of experience in CRM, loyalty, retention, or clienteling within luxury retail, fashion, hospitality, lifestyle, or omnichannel environments
• Strong understanding of luxury customer behavior and high-touch client experience
• Entrepreneurial mindset with the ability to operate in a fast-moving, evolving environment
• Highly analytical and KPI-driven
• Hands-on operator who enjoys being on the floor and close to the business
• Strong editorial eye and copywriting skills
• Experience managing email and SMS marketing platforms
• Experience with CRM and clienteling tools such as Shopify, Clientela, Klaviyo, or similar
• Strong cross-functional collaboration skills
• Passion for fashion, hospitality, culture, and customer experience
• Experience in both retail and hospitality/F&B environments is a strong plus

Success Metrics

Success in this role will be measured through:

• growth in repeat customer rate
• increase in customer lifetime value
• loyalty program adoption and engagement
• increase in cross-category shopping and dining behavior
• CRM-driven revenue contribution
• clienteling adoption across store teams
• database growth and engagement
• improved omnichannel conversion
• quality and performance of CRM communications

Printemps does not provide work authorization sponsorship for this position. Candidates must have legal authorization to work in the United States at the time of application.

Printemps provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Printemps complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates.

Printemps is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at Careers@printemps.nyc

At Printemps, we work together with elegance, and we welcome all applicants for this position. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment. You’ll experience our unique French and Luxury culture, along with our brilliant Ambassadors who will support and inspire you.