La Prairie
CRM Manager
В архиве c 3 июня 2021
Москва
от 147 000 ₽
Main Accountabilities
- CRM: Responsible for all aspects of CRM for the country and acts as the main contact for head office for CRM, IPPOS & Clienteling topics.
- CRM Strategy:
- Responsible for understanding & adapting the global CRM strategy to implement and execute locally, ensuring HQ guidelines are followed and requirements are met
- Provide continuous feedback to HQ on all CRM topics
- Develop and foster the CRM & Clienteling mindset in the retail network
- Ensure comprehension of the CRM strategy and Luxury Execution in retail network
- Development of expert local knowledge on all relevant topics: national days/event, luxury hospitality, competitor events, exhibitions & fairs, concierge services, etc.
- CRM Tool:
- CRM Tool local Champion, responsible for proper usage and managing analysis
- Training and coaching on the usage of the tool for the boutiques
- Providing valuable and constructive feedback to the Region on the uncovered needs/areas of improvements
- Retailer/3rd Party CRM Partnerships:
- Liaising with the Retail Department, responsible for developing the retailer CRM partnerships, focusing on the top retailers. In collaboration with the Marketing department develops 3rd party partnerships
- Omni-Channel Customer cultivation and events:
- Create deep knowledge of all clients and be able to engage on a professional, elegant and elevated manner
- Responsible for all CRM events and cultivation of activities for VVIPs, VIP and Top customers
- Together with the Retail team actively identify and cultivate high potential clients
- Coordinate joint events with PR and Communication
- Internal Communication:
- Responsible for effectively communicating relevant CRM topics, and sharing of best practices, including LP talk within the Russian team
- Preaching the message of our Client Centric culture sharing local Clienteling activities initiated
- Data Analysis/Reporting:
- Accountable for the follow up, result analysis and reporting of all CRM activities (Gifting, programs & experiences included)
- Provide qualitative & quantitative feedback on all activities
- Training:
- Provide required CRM training to the BA’s, RSMs, and Coaches to ensure CRM Plan implementation in collaboration with Education Department. Be the go-to person and assist BAs with any questions/comments regarding the follow up and reporting of CRM programs.
- Budget:
- Responsible for the CRM budget both in forecasting & managing
- Helps to identify ways to improve the CRM cost strategy and ROI
- Communication/Presentations:
- Responsible for all CRM communication with regional teams as well as delivering any internal or external presentations of CRM topics.
Qualifications
- Education:
- Degree Level education
- Experience:
- Previous experience in a CRM/Clienteling role is a must
- Knowledge of the Beauty industry in the country preferable
- Experience in and Affinity with the Luxury Industry highly appreciated
- Experience in Luxury Hotellerie highly appreciated
- Language: Fluent in English. Language of the country
- Skills/Behaviours:
- Excellent communication skills to build strong relationships
- Champion of elevated Client Experiences
- Excellent presentation skills: CRM Ambassador for Internal and External presentations
- Experience with CRM Tools and Salesforce
- Excellent Microsoft Office skills (PowerPoint, Excel)
- Experience in budget management desirable
- Pro-active team player
- Alignment with company values: Passion, Excellence, Care, Entrepreneurship
- Rigorous attention to detail and finesse

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