CRM Manager

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