RESPONSIBILITIES

• Assist in the development and implementation of the CRM strategy for all brands and markets
• Assistant in the design, develop, implementation and monitor customer engagement initiatives (through clienteling and client outreach initiatives) to drive loyalty and repeat business across different segments of the customer base
• Develop CRM insights and intelligence to support and promote new commercial actions on individual segments in the customer base (eg. outreach initiatives)
• Support stores in the implementation of the clienteling strategy and CRM best practices
• Assisting with budgeting and cost oversight for each brand’s loyalty budget including gifting, experiences and festivity moments including the measurement and tracking of ROI
• Supporting with the management of local training materials and training sessions across the territory on specific CRM topics including clients story telling strategy, CRM best practices (eg. data capture and customer contractibility) and commercial initiatives
• Contribute from a CRM and Clienteling perspective with other departments to the development and implementation of new product launches, new events, client experiences, etc.
• Oversight and the local point of reference on all aspects of CRM reporting and dashboards use
• Oversight and the local point of reference for all aspects of clienteling digital tools
• Local point of reference for the territory on the Net Promoter System (eg. Customer survey)

These activities are intended to be illustrative and not exhaustive.

KNOWLEDGE AND SKILLS

• Bachelor’s Degree in Marketing, Business or Engineering (MBA preferred)
• 2+ years of experience in business development, strategy, client development (financial industry or consulting experience welcome)
• Excellent communication and client relations skills
• Proven track record of identifying opportunities, designing and implementing strategies to develop business through customer relationships
• Expertise in Excel and Powerpoint to create effective presentations and experience drawing conclusions and recommendations from reports
• Experience in database management
• Familiarity with competitive marketplace
• Passion for consumer trends and development of personal customer relationships
• Experience in luxury, fashion, FMCG or retail markets preferred