Job Description
The CRM Manager’s primary mission is to ensure that the client is at the center of the Americas Retail Strategy. Working with the boutiques and the Marketing & Communications team, this person will ensure that we have a healthy client database to implement impactful action plans to grow the business. From capturing prospects at out of store events to inviting top VIP to HJ events, this person will bring its client centric vision to ensure that our teams make the best of the opportunities developed by the Marketing teams. Building Client Loyalty programs will be key to staying competitive and top of mind in an uncertain environment. This person will also be responsible for analyzing the sales of our various collections and providing analysis to support Senior Management’s decision making. Through strong communication skills and an entrepreneurial spirit, the CRM Manager will be a key contributor to the overall commercial success of the region.
GENERAL RESPONSIBILITIES
Manage all CRM campaigns:
- Analyze client database and build a client dashboard to be updated monthly
- Build a CRM plan yearly in collaboration with Retail and Marketing directors
- Develop assets with HQ CRM teams
- Roll out campaigns in a timely manner
- Analyze results and share internally.
Create and roll out Loyalty Programs
- Define the gifting budget per boutique and build the gifting guidelines
- Work with Marketing to establish partnerships with other brands at the same luxury level and develop exclusive gifts adapted to client’s tastes
- Organize gifting campaigns: pull client lists, validate gifting budget, track ROI
- Create a loyalty program for aftersales clients
Database Management
- In charge of cleanliness and completeness of the USA database
- Track Data Capture and meet KPIs
- Train new employees
- Responsible for capture accuracy
- In charge of reassignment due to staff turnover
- Put in place a new traffic count system
Product Performance Analysis
- Track sales evolution per collection and ensure that Marketing actions are effective
- Present results to Senior Management and take part in strategic decision making
- Analyze performance of novelties post launch
- Work with PR, VM and Marketing to understand results of analysis and draw conclusions
SUPERVISORY RESPONSIBILITIES
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This position has no supervisory responsibilities
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Provides work direction only
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Provides work direction and gives input on hiring, promotions, transfers, performance management, discipline and termination
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Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline and termination
WORKING CONDITIONS AND ENVIRONMENT
- Requires working in a normal business office environment
- The noise level in the office is moderate
- The job requires extended periods of sitting (50% for computer and telephone inquiries) and standing (50%) while carrying out the normal daily activities
- Able to travel regularly
QUALIFICATIONS
EDUCATION:
- Bachelor’s Degree
- Masters is preferred
EXPERIENCE:
- Strong analytical background
- Experience in Salesforce is a plus
- Previous experience with luxury products is a plus
- Very Strong with Microsoft Office especially Excel
- Fluent in English
PERSONAL SKILLS
- Very good attention to detail
- Must get the job done efficiently, timely and in a cost effective manner
- Service-minded
- Team player with excellent planning and organizational skills;
- Ability to meet deadlines and work under pressure
- Pro-active and dynamic
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