Position Summary:

• This role will be responsible for driving CRM for PUMA.com and App across key customer communication channels including Email, Web & Mobile Push, WhatsApp, SMS/RCS and personalized/automated journeys

• The role includes end-to-end ownership of CRM campaign planning, execution, tracking, and performance analysis to drive customer engagement, retention, and revenue

• This role will also own the insights engine, deriving consumer and brand insights from CRM and customer data to influence the larger brand & CX strategy

Report to: Senior Manager Market Insights and Analytics

Key Objectives:

Campaign Planning & Management

• Own the CRM calendar for PUMA.com and App in line with business priorities, product launches, sale events, and key brand moments

• Ensure timely execution of comms across the relevant channels. Track, optimize, and report campaign performance daily

• Be hands-on with CRM tools- Clevertap, Branch, GA etc.

Performance Tracking & Optimization

• Monitor CRM funnel health across all key metrics (impressions, engagement, conversion, revenue contribution)

• Run A/B tests on messaging, audience segmentation, timing, and channel strategy to improve campaign effectiveness and funnel health

• Build and optimize customer lifecycle journeys. Identify and scale automations/ personalizations

• Share regular performance reports and actionable recommendations with key stakeholders

Consumer & Business Insights

• Analyze CRM data to draw insights on consumer behaviour across cohorts & segments

• Identify trends and opportunities to improve customer experience, retention, and overall brand communication strategy

• Support broader business and brand teams with data-backed recommendations and insights

Stakeholder Management & Cross-functional Collaboration

• Work closely with all relevant stakeholders to align CRM initiatives with business goals

• Coordinate with internal & external partners for platform enablement, troubleshooting, and capability enhancement

Key Performance Indicators:

• Growth in CRM revenue contribution

• Improvement in customer retention &lifecycle metrics across key cohorts

• Funnel health optimization-Improving engagement and conversion metrics across channels

• Planning and execution excellence

• Actionable consumer insights that influence business / brand decisions

Organizational Relationships:

• Internal PUMA.com Team –Business, Trading & Planning, Tech Ops, Demand Generation, and Content, Marketing Team –BU teams, Social, and Creative teams, Operations & Customer Service, Data Sciences / IT, Finance and Global CRM counterparts

• External: Clevertap and Others-Branch, Insider one etc.

Eligibility Criteria and Functional Competencies Required:

• Hands-on experience working with CRM tools like Clevertap/ Branch/ Google Analytics/ Salesforce or equivalent

• Immediate joining is a plus

• MBA from a tier 1 college preferred

• Minimum 2+yrs experience in CRM/ lifecycle marketing/ growth & retention strategies

Skills:

• Data Proficiency & Analytical Skills: Comfortable navigating data dashboards and using Excel/BI tools. Basic understanding of business metrics, channel P&L, consumer cohorts and campaign performance metrics

• Strategic Mindset: Can see method in madness. Comfortable translating raw data in actionable brand & business insights

• Operational excellence: ability to manage both campaign strategy and execution with strong attention to detail, speed, and process discipline

• Communication & Interpersonal skills: good stakeholder management and collaboration skills. This is a highly cross-functional role

Own the operational engine that drives Ecommerce performance across EMEA — ensuring strong execution discipline, clear accountability, and consistent delivery against global priorities, while amplifying leverage for the EMEA hub leader to focus on shaping commercial growth and strategic direction

Your Responsibilities

• Establish and manage a structured operating cadence across EMEA Ecommerce teams (weekly, monthly, quarterly)
• Support preparation of key business reviews (MBRs, regional reviews, leadership updates)
• Track commercial performance across markets, ensuring clear visibility on KPIs, trends and risks
• Identify performance gaps and ensure appropriate follow-up actions are driven across markets
• Support documentation and communication of global commercial guidance and frameworks & playbooks
• Coordinate rollout and adoption of global playbooks across key functional areas (performance marketing, content, CRM, data optimisation, etc.)
• Monitor adherence and remove friction to global commercial guardrails (budget allocation, channel mix, promotional strategy, etc.)
• Act as the primary coordination point between EMEA markets and global functional teams
• Ensure alignment between global priorities and market execution, proactively identifying and resolving friction points
• Provide program management support for key regional and global initiatives led by the EMEA Hub
• Track progress of strategic initiatives, ensuring timelines, deliverables and outcomes are met
• Support execution of high-priority commercial projects (e.g. marketplace optimization, Social commerce, CX enhancements)
• Ensure clear ownership, accountability and follow-through across all initiatives
• Facilitate knowledge sharing and best practice exchange across EMEA markets.

• 6–10 years of relevant experience in Consulting, Corporate Strategy, Ecommerce, or similar roles within consumer, retail or digital businesses
• Strong program management and execution capability, with a track record of driving initiatives across multiple stakeholders
• High degree of structure and discipline, with the ability to manage complex cadences and multiple priorities simultaneously
• Strong analytical skills, with the ability to interpret performance data and translate insights into actions
• Excellent stakeholder management skills, with the ability to work effectively across global and regional teams
• High ownership mindset and ability to operate in fast-paced, evolving environments
• Strong communication skills, with the ability to clearly structure and present information for senior audiences.

• Manage sourcing activities and vendor selection for assigned categories (e.g. tech / digital services)
• Run RFx processes and coordinate vendor onboarding
• Support contract negotiations and renewal processes
• Maintain vendor documentation and ensure compliance with internal standards
• Act as a point of contact for business teams on day-to-day procurement topics.

• Minimum of 5–6 years experience in procurement or vendor management
• Preferably with experience in technology or professional services categories
• Strong stakeholder management skills
• Ability to manage sourcing processes independently
• Structured and detail-oriented mindset.

• Own the vendor management / procurement strategy and function for Global eCommerce
• Collaborate with internal stakeholders to determine & shape the vendor landscape for Global eCommerce
• Manage sourcing activities and vendor selection for assigned categories (e.g. technology / digital services)
• Run RFx processes and coordinate vendor onboarding
• Manage contract negotiations and renewal processes
• Maintain vendor documentation and ensure compliance with internal standards
• Act as the primary point of contact for business teams on day-to-day procurement topics.

• Successfully completed relevant degree or equivalent such as Business Administration, Contract Law or Procurement
• At least 8 years‘ experience in procurement or vendor management
• Preferably with experience in technology or professional services categories
• Strong stakeholder management and communication skills
• Ability to manage sourcing processes independently
• Structured and detail-oriented mindset.