Top.Mail.Ru
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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