Job title: CRM Executive

Company: Richemont

Job description: MAIN PURPOSE

  • Reporting to the Head of Sales, the CRM Executive is responsible for implementing and optimizing the customer database in all Boutiques and multibrand Pos of the region MEIA.
  • He/She is in charge of developing Client retention, loyalty and engagement strategies on all relevant client touch points.
  • CLIENT DATABASE MANAGEMENT
  • Ensure the implementation and optimization of the customer database
  • Support the implementation and roll-out of CRM Clienteling tools (Sales Force, Booster 2.0) in the region in close collaboration with the Retail department and international Headquarters
  • Implement the processes to ensure the quality and accuracy of the data collection
  • Develop strategy to increase the data capture in all the markets
  • Set clear objectives and monitor the results by Btq/Pos
  • Develop reporting tools with the main insights (data capture, segmentation, data-base growth…)
  • Build a Client Insight culture
  • CRM & CLIENTELING PROGRAMS
  • Define and monitor Clienteling strategies adapted to each Btq/market
  • Design and implement the touch points of the Client journey depending on his profile/segment
  • Elaborate local CRM action plans with the clear objective of developing Client acquisition, loyalty and engagement
  • Identify relevant opportunities in line with brand’s identity to increase the data-base
  • Monitor and measure the ROI of every action/activation
  • Benchmark competitor initiatives and share best practices
  • Support in-store activations by targeting the right audience
  • Train the retail teams to ensure the right implementation and usage of the CRM tools
  • CLIENT CARE TOOLS
  • Define and implement the gifting guidelines across the network
  • Manage the inventory of client tools (contact cards, greeting cards, books, gifts, invitations, catalogue…)
  • Monitoring client’s satisfaction through Medallia and coordinate the actions to improve the overall rate
  • Supervise and coordinate the regional Client Relationship Center (CRC)
  • Define and implement the CRC strategy to elevate the client experience and increase the client satisfaction.
  • Improve the collaboration between the CRC and Btq teams
  • Analyse the CRC performance indicators and highlight areas of improvement

REQUIREMENTS FOR THE ROLE:

  • Business degree. At least 2 years’ experience in the retail industry in a similar position
  • Strong analytical skills, results driven with a good understanding of different CRM systems
  • Clear understanding of retail/wholesale client experience journey
  • Likes challenges, solving problems: growth mindset
  • Proven effective team player with acute self-awareness
  • Highly stress-resistant personality that easily navigates in an international environment.
  • Proficiency in English. Arabic not mandatory but preferred.
  • Preferable experience in Sales Force (usage of different clouds)

DIMENSION:

  • Network in the Middle East & India region with specific focus on key markets.

Position Based in Dubai, UAE.

Expected salary:

Location: Dubai

Job date: Sun, 28 Feb 2021 05:14:51 GMT

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