Your Mission

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 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 suppor for general retail activities/projects.
- Support Retail Manager in the budget process and update on progress & gaps.
- Coordination of current boutiques projects / refurbishments / relocations.
- ⁠Maintain monthly roster, coordination with compliance team, monthly attendance & leave record maintenance & monitoring.

📌 CRM Specialist (Delhi)
🏢 Montblanc
📍 Delhi