Client Relationship Manager

About the role                                                                   

The Guest Knowledge & Engagement (alternatively Membership Program) Manager will support the growth and evolution of the Kildare Village CRM and Membership programme at an incredibly exciting time.  With a strong focus on program delivery, the GKE Manager will be primarily accountable for monthly management of the rewards programming, contributing to strong acquisition, engagement and retention KPIs.

The GKE Manager reports into the Deputy Director of Guest Knowledge and Engagement and will deliver a streamlined approach to membership program strategy and growth.

Key responsibilities

The key responsibilities of this role will include some or all the following.

Membership program management:

• Implement rewards program best practices to include maintenance of annual rewards, time limited rewards, Gift With Purchase, Village services, commercial CTA and Membership moments.
• Support and drive the strategic and innovative direction of the Membership programme, joining central GKE calls and championing best practice proven to work in other locations.
• Manage the  annual rewards refresh process
• Work cross functionally with Partnerships, Retail, Private Clients, The Apartment, Personal Shopping and Hospitality teams to support the membership programme, amplifying rewards offer and relevance and driving high quality acquisition of new members.
• Manage the end-to-end execution of rewards though emails, App, dashboard and other relevant channels.
• Proactively contribute ideas for exclusive seasonal Membership content such as rewards, communications, events and gifting, ensuring members are continually engaged through personal, timely and relevant Membership focused communications.
• Use data to provide insights into performance of the programme to drive overall strategy, supporting reporting on key Membership metrics weekly, monthly, quarterly and annually
• Manage the monthly reconciliation and billing cycle of the rewards program, flagging any anomalies, changes in trends and risk to budget in a timely fashion.
• Oversee annual budget and update monthly

Email Marketing:

• Work with Head of content, digital team and central GKE teams to ensure we are delivering personal, relevant and timely communications to our different customer cohorts.
• Report on key CRM metrics weekly, monthly, quarterly and annually.
• Support automated email journeys that focus on improving engagement and retention rates – Welcome journey, Reactivation comms, Rewards reminders
• Manage implementation and optimisation of CRM supporting tools, like LiveClicker, Litmus etc
• Drive innovation within Salesforce Marketing Cloud and Loyalty Management platforms through partnership with Central GKE & Central IT COE teams.
• Attain and maintain proficiency with email segmentation, dynamic content, monitor collection emails and champion best practice from other villages

Key Performance Indicators & deliverables 2025

• Membership FF target: 500K+ visits from 200K unique members (+14% v ’24)
• Membership Acquisition: 90K,
  • 55% conversion to shopped
  • 50/50 split between in Village (VM, Brands, Hosts) & other channels
• Visit frequency – by level – TBD
• SPG – by level
• Membership tracked sales: €100m, ~40%+ of Village sales
• Email engagement:
  • Advancing segmentation beyond High & Low SPV female + Male
  • Best in class open rates & click through – consistently above OLR benchmark

About You

We are looking for an individual who can display the following experience and skills:

• Work at a fast pace and be capable of pivoting at speed to ensure both our brand and business goals are met continually & consistently in the challenging & changing marketplace of today
• 2 years’+ experience in managing loyalty or Membership programmes / CRM within retail and/or a luxury brand environment
• Previous experience in owning or supporting a CRM Channel strategy as well as developing strategy and execution of automated lifecycle trigger communications
• Ability to manage time and workload effectively to deliver to deadlines and expectations
• Excellent level of computer literacy in PowerPoint, Word and Excel
• Experience using digital tools such as PowerBI, Google Analytics, and salesforce Marketing Cloud & Loyalty Management platforms 
• Healthy mix of creative and analytical thinking in order to deliver innovative and engaging experiences that also deliver business results
• Knowledge of GDPR and the ever-evolving data privacy landscape
• Hands-on profile and strong communicator
• Highly organised with high attention to detail and excellent project management skills
• Wider marketing understanding a distinct advantage