CRM Specialist

About the Role

Execute and contribute to the CRM strategy in the assigned scope that aligns with the long-term business objectives of the assigned organizational unit(s).

Key Responsibilities

CRM

• 360 strategy with overall departments to preserve and improve the Maison’s retention and recruitment.
• Daily/ weekly CRM task coordination with region & boutiques.
• Work towards improving data analysis for better visibility and performance of the Maison in the market (client equation, client demographics, frequency of purchases, client behaviors etc).
• Work on repurchase rate and predictability strategies.
• Have full ownership of CRM KPIs with a clear reporting.
• Have full ownership of data quality in the market and data flow, making sure local laws are implemented.

Clienteling

• Weekly reporting to boutiques on Clienteling KPIs, per Sales Associate.
• Regular floor trainings on the latest updates and how to improve client communication.
• Monthly clienteling planning on key launches, with an envision and strategical targeting and conversion.
• Local request client communication strategy, based on market needs.
• Build strong strategy and relationship with the teams to reach 30% of business through appointments and clienteling in each boutique.

Customer Experience

• Work on client development pipelines amongst the top tiers through hypersonalized activations – upgrade, reactivate and retain.
• Support Marketing and High Artistry team in the clientele selection of events and contribute to the ROI strategy of each client.
• Net Promoter Score: monthly reporting on client feedback as well as contribute to brand elevation together with training and retain departments.

Operations

• Apply all international Retail guidelines / Retail Policy Manual and actively ensure the implementations in the Boutiques.
• The follow-up on operational Boutique activities to optimize the boutique performance.
• Management of external supplier, partners etc.
• Coordination with mall/ hotel management on regular basis.

Uniform & Grooming

• Share and Implement guideline in line with international maison guideline and related actions.

Order Management

• Work with Area Sales team to share and implement guidelines in line with MB HQ and ensure consistency within all boutiques in coordination with Marketing team.
• Pre and post briefing with the boutique teams on activations.
• Ongoing feedback on activation success.
• Vendor creation & documentation, invoice processing.

Operations and Administration

• Professional Customer Service / After Sales Service execution in boutiques.
• Ensures proper execution of central reports.
• Provide support for general retail activities/projects.
• Support Retail Manager in the budget process and update on progress & gaps.
• Coordination of new boutiques projects / refurbishments / relocations.
• Maintain monthly roster, coordination with compliance team, monthly attendance & leave record maintenance & monitoring.