CRM & Client Engagement Specialist (Maternity Cover FTC)

CRM Analysis

• →Run and analyze CRM reports, sharing them with the stores and defining action plans for improvement
• →Briefing and following up with the stores to ensure data collection 
• →Liaise with the CRM referents in HQ to share priorities and best practices
• →Monitor CRM KPIs in all Stores
• →Liaise with other local departments to understand their needs and how to provide them with useful information
• →Develop local analyses and insights on customers’ behaviour and preferences
• →Extraction of customers’ lists for dedicated events
• →Sharing best practices amongst stores and foster internal communication

Clienteling

• →Deploy local campaigns as per Global Contact Strategy, by monitoring performances and results
• →Develop the strategy and manage the process for client gifting campaigns (Strategy development, Store Communication, Gift Sourcing, Campaign Monitoring, Follow-up with store, Post-campaign internal reporting)
• →Source gifts and approve process for adhoc client gifting
• →Store hospitality supplies / clienteling services (Sourcing – e.g. caterers / car services etc., Briefing stores on usage, Store point of contact for orders)

Retail Marketing

• →Manage the Sale Preview and New Season Campaigns
• →Support targeted client events under the direction of Retail on:
• →Customer contact strategy
• →Customer target definition
• →Event communication to store team
• →Artworking and approval of promotional materials
• →Mailer / E-mailer Artworking and approval with Milan
• →Creating customer target lists via CRM software
• →E-mailer send out via CRM software
• →Mailer send out - liaising with external suppliers for printed collateral
• →Event follow up
• →Internal post-event reporting
• → Support in-store image events as a part of Milan direction on:
• →Artworking and approval of promotional materials
• →Mailer / E-mailer Artworking and approval with Milan
• →Creating customer target lists via CRM software
• →E-mailer send out via CRM software
• →Mailer / E-mailer Artworking and approval with Milan
• →Mailer send out - liaising with external suppliers for printed collateral
• →Coordinate a local communication calendar, by sharing the priorities with the HQ teams
• →Production of monthly competitor reports.

Must have skills:

• Excellent communication, interpersonal and organizational skills with a natural diplomatic approach
• Strong computer skills: Excel is a must
• Strong analytical skills and attention to detail
• Proactive and flexible
• Shows attention to detail across all projects
• Good working relationships with retail team and stores
• Shows awareness of brand management and protection, and is marketing aware.
• Fluent English, additional languages are a plus.

Work Experience / Qualifications:

• Degree course or diploma, ideally in marketing or business studies.
• Minimum 3 year experience within fashion and luxury Brands
• Previous CRM experience is a must. Strong interest and understanding of the end consumer’s needs and desires