CRM & Clienteling Specialist

Position

CRM & Clienteling Specialist

Within the EU E-Commerce & Customer Service Team, based in Dublin, we are looking for a CRM & Clienteling Specialist. This pivotal role will be responsible for driving all CRM and Clienteling initiatives across our European E-Commerce and Customer Service operations, ensuring a seamless omnichannel approach.

Reporting to the Interim EU E-Commerce Lead Manager, the selected candidate will support the implementation, management, and optimization of CRM campaigns, driving customer-centric initiatives across online channels to maximize acquisition, retention and lifetime value. 

The role will contribute to enhancing customer engagement through data-driven campaigns, enabling omnichannel initiatives, and ensuring consistent, locally relevant execution across markets. 

Data-Driven Client Strategy:

• Analyse client and sales data to understand consumer behaviour, lifecycle stages, and purchasing patterns. Use these insights to personalise every client touchpoint, curate exceptional experiences, and support the Customer Service team in managing their client portfolios effectively.

Strategic CRM & Clienteling Development:

• Lead the development and execution of CRM and Clienteling strategies specifically for European E-Commerce and Customer Service channels, ensuring an integrated omnichannel approach. Drive strategic decision-making through effective communication at a senior management level, suggesting and managing improvements and new projects aimed at optimizing client journeys and experiences across digital touchpoints.

Omnichannel Campaign Orchestration:

• Align closely with the Central Client Engagement Team to define and implement the communication plan, to ensure each initiative reflects Bvlgari's sophistication, exclusivity, and unwavering commitment to luxury, while maintaining an omnichannel approach.

Job responsibilities

Gifting Strategy & Management:

• Oversee the Gifting Strategy and inventory for EU E-Commerce and Customer Service, ensuring budget adherence and effective utilization of gifting initiatives to enhance client loyalty and overall experience.

Performance Monitoring & Optimization:

• Rigorously track and analyse key performance indicators (KPIs) related to client satisfaction, loyalty, and sales. Translate these insights into actionable strategies, proactively identifying opportunities for continuous improvement and innovation to ensure we remain at the forefront of luxury client relationship excellence.

CRM System Management:

• Oversee the CRM system's configuration, maintenance, and user training, specifically for EU E-Commerce and Customer Service teams. Continuously evaluate and optimize the CRM system to meet the evolving needs of our luxury clientele, thereby empowering teams to deliver unparalleled client experiences.

Cross-Functional Collaboration & Alignment:

• Cultivate strong partnerships with Central and Local Client Engagement, CRM, E-Commerce, Merchandising, Online Retail, and Customer Service Teams. Ensure that all CRM activities are fully aligned with commercial and local plans and priorities, actively managing these relationships to guarantee high-quality execution and achieve shared objectives.

Profile

Client Advisor Team Collaboration:

• Foster a culture of client-centricity within the Customer Service Team, acting as a primary point of contact for all CRM-related queries. Provide expert coaching and guidance to the Customer Service Team on enhancing the quality and intentionality of their client outreach, from strategic portfolio management to the art of personalized communication.

Skills and Qualifications: 

• Bachelor's degree in Marketing, Digital Marketing, Business, or a related field.

• 2 - 3 years of experience in CRM, digital marketing, or customer engagement, preferably within the luxury business. 

• Strong understanding and proven experience with CRM and marketing automation tools, including Salesforce Marketing Cloud.

• Exceptional analytical skills with proven proficiency in Excel and PowerBI.

• Fluency in English (both written and spoken) is essential; proficiency in additional languages will be considered a significant advantage.

Additional information

Personal Competencies:  

• Ability to transform client data into actionable insights, enabling personalised and unforgettable interactions.  

• Strong communication and stakeholder management abilities to effectively engage with internal teams. 

• Ability to plan, organize, and execute CRM initiatives and projects that enhance the luxury client experience.  

• Strategic thinker with attention to detail, ensuring every interaction reflects our commitment to excellence.  

• Results driven with a customer-centric mindset.