CRM Analyst

Hermès Canada

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20,000 people worldwide.

Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management.

The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources.

Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.

Hermès Canada has had a presence in Canada since 1987 and has over 100 employees, across four stores, located in: Toronto, Montréal, Vancouver, and Calgary, as well as our e-commerce activity, and corporate office.

Family is at the heart of Hermès.

At Hermès Canada, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity and inclusion, both within our own walls and in the wider world.

We look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our family.

We support our individual team members' personal and professional success through a culture that values equality, individuality, and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.

Main Accountabilities :

Reporting to the Merchandising Director, the role of the CRM Analyst is to assist in the administration of the Hermes Data Quality Management (DQM) System, Microsoft Dynamics Tool (Client Analysis Tool), and the overall development of the Client Experience and CRM Strategies at Hermès Canada.

Through continuous partnership with Merchandising, CX (Client Experience), Communications, and Retail Teams, the CRM Analyst will directly assist in the growth and development of Hermès Canada business through the integral development of the overall customer experience and journey at our stores and online.


* Day-to-day administration and reporting of CRM for the Retail stores by providing functional support and serving as a key point of contact.


* Work closely with the Director of Merchandising, CX Team, and France Support Team on the DQM System.

Manage in-house tools to manage CRM database integrity/accuracy (customer duplication, cleaning erroneous/incomplete contact information) while maintaining the quality of the customer database daily.

Interact with and provide verbal/written responses to Management Team on DQM Status.


* Communicates internally on data quality and on progress, by sharing the DQM tool reporting or by analyzing secondary reports.


* Educates the stores to data quality, by sharing concrete examples of DO's and DON'Ts.


* Use customer database to provide counts and segments to provide a strategy and insights for future C...