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).
HOW WILL YOU MAKE AN IMPACT?
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 explicit 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 wit
📌 CRM Specialist (India)
🏢 Montblanc
📍 India
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