A luxury fashion brand
[Job Responsibilities ]
CRM & Clienteling Responsibilities
Key Performance Indicators (KPIs) and Insights
Define and track CRM KPIs, ensuring a seamless flow of customer insights and information.
Analyze and communicate client value using metrics such as spending patterns, visit frequency, purchase behavior, and client upgrades.
Collaboration and Accountability
Work closely with Regional Leaders and Stores to optimize the client database and enhance sales performance.
Partner with stores to establish accountability for capturing and utilizing client data effectively.
Market and Trend Analysis
Conduct market and trend analyses to identify growth opportunities and align strategies with market demands
Strategic CRM Management
Planning and Implementation
Design, manage, and execute global initiatives to recruit new customers, engage them effectively, and foster loyalty among existing clients.
Define and implement a worldwide value proposition for prospects and customers, promoting a customer-centric culture across all stores.
Strategy Execution
Lead the global CRM strategy, incorporating consumer insights to drive customer base growth, sales, and traffic.
Develop tools, communication frameworks, and guidelines to support CRM strategies while monitoring their execution and impact.
System and Process Optimization
Oversee CRM systems, ensuring proper upgrades, data cleansing, and integration in collaboration with IT.
Propose new actions to address process gaps and leverage emerging trends.
Operational and Financial Management
Efficiency and ROI
Focus on optimizing ROI and reducing costs across CRM initiatives.
Training and Support
Deliver training programs and provide ongoing CRM support to stores, measuring outcomes and ensuring alignment with goals.
Budget Management
Manage the CRM budget and allocate resources effectively to maximize impact.
Opportunity Identification
Continuously identify and evaluate new growth opportunities for business expansion and customer engagement.
[Qualifications ]
Minimum 5 years of experience in a similar position (HQs based and Retail context)
Strategic vision, capacity to execute and deliver quick wins and mid/long term goals
Strong organizational skills, including the ability to prioritize and handle multiple tasks simultaneously and provide strong attention to detail
Knowledge and experience of database structures and CRM tools (nice to have)
Analytical skills with an ability to clearly translate results into actionable insights
Good communication skills, ability to work in team, problem solving and proactivity
Fluent in English, mastery of another language would be a plus