BOUCHERON - CRM & Clienteling Manager ME

Summary

Job Description

Reporting to the Retail Director, your mission as CRM & Clientelling Manager is rooted in supporting all directly operated boutiques to grow & elevate the database as well as enhance client journey & experiences through database analysis, effective clientelling strategies and collaborating with store directors and teams to support the overall vision and business objectives of the Maison.

KEY RESPONSIBILITIES:

Client Data Analytics

• Analyze CRM database drawing insights on segmentation, clients’ behaviors, purchasing patterns & lifecycle stages
• Monitor campaign implementation & ROI
• Provide reports with thorough insights, highlighting opportunities for incremental revenue & enhanced client experiences
• Ensure data cleanliness and strict adherence to implementation of data privacy laws

CRM Strategy & Performance

• Develop & lead CRM strategies/initiatives to support proactive client outreach, enhance appointment culture & personalized client experience in boutiques
• Ensure alignment with Global Maison strategy
• Actively collaborate with Boutique Directors to design tactical plans supporting local market needs

Campaign Design & Management

• Design relevant end-to-end campaigns with clear target audience and KPIs for performance tracking
• Work closely with Boutique Directors to ensure all CRM campaigns/plans boost client acquisition, engagement & retention
• Communicate a clear calendar of all CRM touch points: newsletters, VIC treatment plans, gifting management
• Support Boutique Directors on ensuring qualitative execution of all campaigns ensuring all KPIs are achieved
• Train retail teams on the use of MY CAT and all CRM related KPIs
• Provide insightful reports on campaign performance

VIC Portfolio Development

• Support Boutique Directors on identifying & managing VICs
• Create personalized plans for developing these clients & support retail teams in evolving to a “tailored client outreach” mindset
• Collaborate with both Boutique Directors and Marcom Team on planning VIC engagement calendar: Local & International events, experiences & treatments
• Identify potential partners that can support the recruitment of UHNWI

PROFILE

• 5 years of experience working in luxury retail & CRM, ideally luxury jewelry & timepieces.
• Proficiency in utilizing CRM & analytical tools
• Excellent analytical & organizational skills
• Strong business acumen, client-centricity & involvement in retail environment
• Solid ability to utilize data into Retail relevant plans & opportunities
• Fluent proficiency in English is mandatory, Arabic language is a plus.

We believe in the richness of perspectives and backgrounds. We create for and with this diversity, and recruit without consideration of gender, age, nationality, culture, disability, religious beliefs, or sexual orientation. Gender parity and equal opportunities are our priorities.

We strive to create an authentic environment together, which supports the physical and emotional well-being of every employee, where everyone has the freedom to fully realize their potential.

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