Clienteling & CRM Director EME

Position

Reporting to the Regional President, the CRM & Clienteling Director EME will play a pivotal role in defining, designing, and delivering strategies and tools to enhance client recruitment, retention, and engagement across the EME region. This role will ensure the spread of client culture within local teams and elevate the client experience at every touchpoint, aligning with CELINE's aesthetic and values.

Job responsibilities

REGIONAL CLIENT STRATEGY:

• Develop and implement a comprehensive regional client development strategy across all client tiers and geographic regions within EME, aligning with CELINE's values, business strategy, and revenue targets.
• Create and maintain a regional Client Engagement calendar to amplify strategic business objectives and maximize client impact.
• Manage budget consumption at both HQ and regional levels.

CRM STRATEGY AND DATA GOVERNANCE:

• Maintain high client data quality and define actions for improvement.
• Orchestrate the regional CRM campaign calendar in collaboration with cross-functional teams, ensuring alignment with CELINE's brand identity, commercial targets, and desired client experience.
• Utilize data-driven insights for advanced personalization and segmentation in CRM campaigns to boost revenue, loyalty, and brand engagement.
• Establish a robust system to monitor CRM campaign effectiveness, using performance data for ongoing optimization across all client demographics and regional markets.

STRATEGIC GROWTH AND EXPANSION OF REGIONAL CLIENTELING INITIATIVES:

• Lead and refine personalized clienteling strategies and in-store practices, fostering exceptional execution and meaningful client relationships in EME.
• Implement KPIs and analysis techniques to measure and maximize the ROI of client development investments and in-store initiatives, focusing on client experience and profitability.
• Define and manage local clienteling budgets and strategies, and implement global clienteling programs locally.
• Set targets for key Clienteling KPIs in the region (reachability, retention, repeat visit, recruitment, prospect collection, conversion, cross-sell, client satisfaction surveys, etc.) in coordination with central teams.
• Drive the Retail network to enhance customer-service orientation.
• Oversee CRM trainings and coaching with the training team and in-store ambassadors.

EVENTS AND VIC MANAGEMENT:

• Develop regional action plans aligned with House guidelines, with a strong focus on elevating the VIC (Very Important Client) experience.
• Organize bespoke VIC events and exclusive experiences with support from Retail, VM, and Communication departments.
• Define specific targets for each action, including precise VIC segmentation, to ensure tailored and impactful outreach.
• Track performance and recommend future programs, emphasizing VIC engagement, satisfaction, and conversion.
• Continuously benchmark clienteling activities and events against competitors in the region to maintain a competitive edge.
• Measure and share VIC insights, performance learnings, and best practices, developing enhancement plans for the region.
• Identify relevant partnerships for acquisition, retention, and client experience, and propose new ideas.

CLIENTELING COMMUNITY ANIMATION:

• Manage the regional clienteling team and oversee Retail network clienteling performances.
• Build a local clienteling community (coordinators, experts, etc.).
• Embed a clienteling culture within retail teams, ensuring a client-centric approach.
• Actively participate in the Worldwide clienteling community, contributing to the global strategy as the voice of the region.

Profile

• 12 to 15 years of experience, with a strong background in client development and omnichannel within an international environment.
• University Degree.
• Excellent understanding of the Luxury Sector.
• Highly rigorous with an eye for detail.
• Strong Retail and organization skills.
• Marketing / Creative profile with very good communication skills.
• Good analytical skills for the monitoring / tracking of the Clienteling initiatives.
• Excellent leadership and team management skills.
• Ability to analyze data and make insight-driven decisions.
• Excellent communication and presentation skills.
• Proficiency in CRM tools and clienteling technologies.
• Ability to thrive in a fast-paced and evolving environment.
• Fluent in English