Simon Pearce
Our Foundation:
Mission: We shape timeless and functional designs from simple, natural materials to elevate everyday life.
Vision: To celebrate the beauty of objects with real, authentic character.
Values: Dignity & Respect | Ownership & Initiative | Commitment to Quality & Craft | Learning & Growth Together.
Position Summary The
CRM & VIP Manager
at Simon Pearce is a relationship‑driven strategist responsible for deepening connections with our most valuable customers and strengthening long‑term brand affinity. This role oversees segmentation and personalized outreach initiatives, leads the launch and ongoing optimisation of our loyalty programme, and sets the marketing strategy for our Retail, Trade, and Corporate teams, ensuring cohesive, high‑touch engagement across all channels. With a strong foundation in analytics and customer insights, the CRM & VIP Manager designs and executes strategies that balance high‑touch service with scalable marketing automation to create a best‑in‑class premium customer experience.
We offer competitive pay and a benefit package that includes medical, dental, and vision coverage, employer paid life & disability, paid time off, 401k retirement plan with employer match, and tuition reimbursement assistance. We also offer exclusive employee discounts on our glass and pottery products and at our restaurant.
Primary Duties And Responsibilities Lead with Strategy
Develop and implement CRM strategies that strengthen relationships with high‑value customer segments and align with overall business objectives
Own segmentation strategy, ensuring the right customers receive the right communication and experiences at the right time
Set marketing strategies for Retail, Trade, and Corporate teams, partnering cross‑functionally to integrate CRM, loyalty, and VIP initiatives, ensuring a seamless omni‑channel experience
Lead the launch and ongoing optimisation of the Simon Pearce loyalty programme, ensuring it drives engagement, retention, and measurable business impact
Research and evaluate emerging CRM technologies, platforms, and loyalty best practices to enhance programme sophistication and effectiveness
Customer Engagement & Experience
Design and execute personalised outreach and engagement initiatives across email, SMS, and direct channels
Develop VIP customer journeys that incorporate exclusive events, experiences, and offers to strengthen affinity and lifetime value
Partner with Retail, Trade, and Corporate teams to craft and activate marketing efforts that drive clienteling, gifting, and brand storytelling across their respective audiences
Ensure loyalty and VIP activations reflect Simon Pearce’s premium positioning, heritage, craftsmanship, and commitment to quality
Analytics & Optimization
Establish success metrics for CRM, VIP, and loyalty initiatives and monitor performance across all channels
Leverage customer data, segmentation insights, and predictive analytics to refine targeting and personalization strategies
Partner with cross‑functional partners to track ROI, customer lifetime value, and retention performance
Build dashboards and reporting frameworks to share results and insights with executive and cross‑functional stakeholders
Collaboration & Partnerships
Serve as the central point of contact for CRM strategy across the organization, ensuring alignment with marketing, commercial, and executive leadership priorities
Manage relationships with CRM, loyalty, and martech vendors to optimise platform capabilities and service delivery
Collaborate with retail, corporate & trade leadership to train teams on clienteling best practices, driving adoption of tools and ensuring VIP customers receive consistent, elevated experiences
Qualifications Qualifications Required
Bachelor’s degree in Marketing, Business, or a related field
Minimum 6 years of experience in CRM, loyalty, or customer engagement roles, ideally in premium or luxury consumer brands
Proven success designing and executing segmentation‑based marketing strategies and customer journeys
Strong expertise in CRM platforms and loyalty programme management tools
Demonstrated ability to translate customer data into actionable insights and measurable business outcomes
Excellent communication, collaboration, and relationship management skills
Strong analytical and reporting skills, with experience maintaining dashboards and presenting insights to senior leadership
Qualifications Desired
Experience launching and scaling loyalty programmes for consumer brands
Familiarity with predictive analytics, personalization technologies, and AI‑driven CRM tools
Track record of collaborating with retail teams to implement customer engagement strategies in‑store
Passion for premium customer experiences, craftsmanship, and brand storytelling
Physical Demands And Work Environment The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The nature of this role will require the employee to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift, move, wield up to 25 pounds (product, props, equipment). Specific vision abilities required by this job include close vision, distance vision, colour vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the office environment is usually quiet.
This role will periodically involve work outside normal hours.
Simon Pearce is committed to the policy of equal employment opportunity and to provide all employees with the work environment necessary to enable them to advance on merit as far as their talents and skills will take them, without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, genetic information, status as a protected class of veteran, or any other legally protected status.
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Vision: To celebrate the beauty of objects with real, authentic character.
Values: Dignity & Respect | Ownership & Initiative | Commitment to Quality & Craft | Learning & Growth Together.
Position Summary The
CRM & VIP Manager
at Simon Pearce is a relationship‑driven strategist responsible for deepening connections with our most valuable customers and strengthening long‑term brand affinity. This role oversees segmentation and personalized outreach initiatives, leads the launch and ongoing optimisation of our loyalty programme, and sets the marketing strategy for our Retail, Trade, and Corporate teams, ensuring cohesive, high‑touch engagement across all channels. With a strong foundation in analytics and customer insights, the CRM & VIP Manager designs and executes strategies that balance high‑touch service with scalable marketing automation to create a best‑in‑class premium customer experience.
We offer competitive pay and a benefit package that includes medical, dental, and vision coverage, employer paid life & disability, paid time off, 401k retirement plan with employer match, and tuition reimbursement assistance. We also offer exclusive employee discounts on our glass and pottery products and at our restaurant.
Primary Duties And Responsibilities Lead with Strategy
Develop and implement CRM strategies that strengthen relationships with high‑value customer segments and align with overall business objectives
Own segmentation strategy, ensuring the right customers receive the right communication and experiences at the right time
Set marketing strategies for Retail, Trade, and Corporate teams, partnering cross‑functionally to integrate CRM, loyalty, and VIP initiatives, ensuring a seamless omni‑channel experience
Lead the launch and ongoing optimisation of the Simon Pearce loyalty programme, ensuring it drives engagement, retention, and measurable business impact
Research and evaluate emerging CRM technologies, platforms, and loyalty best practices to enhance programme sophistication and effectiveness
Customer Engagement & Experience
Design and execute personalised outreach and engagement initiatives across email, SMS, and direct channels
Develop VIP customer journeys that incorporate exclusive events, experiences, and offers to strengthen affinity and lifetime value
Partner with Retail, Trade, and Corporate teams to craft and activate marketing efforts that drive clienteling, gifting, and brand storytelling across their respective audiences
Ensure loyalty and VIP activations reflect Simon Pearce’s premium positioning, heritage, craftsmanship, and commitment to quality
Analytics & Optimization
Establish success metrics for CRM, VIP, and loyalty initiatives and monitor performance across all channels
Leverage customer data, segmentation insights, and predictive analytics to refine targeting and personalization strategies
Partner with cross‑functional partners to track ROI, customer lifetime value, and retention performance
Build dashboards and reporting frameworks to share results and insights with executive and cross‑functional stakeholders
Collaboration & Partnerships
Serve as the central point of contact for CRM strategy across the organization, ensuring alignment with marketing, commercial, and executive leadership priorities
Manage relationships with CRM, loyalty, and martech vendors to optimise platform capabilities and service delivery
Collaborate with retail, corporate & trade leadership to train teams on clienteling best practices, driving adoption of tools and ensuring VIP customers receive consistent, elevated experiences
Qualifications Qualifications Required
Bachelor’s degree in Marketing, Business, or a related field
Minimum 6 years of experience in CRM, loyalty, or customer engagement roles, ideally in premium or luxury consumer brands
Proven success designing and executing segmentation‑based marketing strategies and customer journeys
Strong expertise in CRM platforms and loyalty programme management tools
Demonstrated ability to translate customer data into actionable insights and measurable business outcomes
Excellent communication, collaboration, and relationship management skills
Strong analytical and reporting skills, with experience maintaining dashboards and presenting insights to senior leadership
Qualifications Desired
Experience launching and scaling loyalty programmes for consumer brands
Familiarity with predictive analytics, personalization technologies, and AI‑driven CRM tools
Track record of collaborating with retail teams to implement customer engagement strategies in‑store
Passion for premium customer experiences, craftsmanship, and brand storytelling
Physical Demands And Work Environment The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The nature of this role will require the employee to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift, move, wield up to 25 pounds (product, props, equipment). Specific vision abilities required by this job include close vision, distance vision, colour vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the office environment is usually quiet.
This role will periodically involve work outside normal hours.
Simon Pearce is committed to the policy of equal employment opportunity and to provide all employees with the work environment necessary to enable them to advance on merit as far as their talents and skills will take them, without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, genetic information, status as a protected class of veteran, or any other legally protected status.
#J-18808-Ljbffr