CRM Executive / CRM Assistant

Position

Your Impact (Position Overview)

As a CRM Executive, you will support our Customer Relationship Management (CRM) initiatives, contributing to the development of customer loyalty and retention. You'll assist in daily CRM activities, including supporting clienteling tools, member communications, campaign execution, and event coordination. This role involves working with our Retail, Marketing, IT, and Regional teams to create positive customer experiences. This is a great opportunity for an individual who enjoys combining data with creative ideas to achieve business results in the luxury beauty industry.

Job responsibilities

Your Mission (Main Responsibilities)

Loyalty Program Support

• Assist in the implementation and monitoring of various loyalty campaigns, including Guerlain & You Loyalty Program, Top Client Rewards, and other personalized initiatives. Ensure a consistent and elevated loyalty experience across all customer touchpoints.
• Support the development and execution of customer lifecycle communication programs, helping to deliver relevant and personalized messages across various channels to different customer segments.
• Track and report on the performance of loyalty programs and campaigns, identifying areas for optimization and growth.

 

Clienteling Events and Workshops Assistance

• Provide support in the planning, coordination, and execution of clienteling events, masterclasses, and workshops aimed at enhancing customer engagement.
• Assist with event logistics, including vendor coordination, and help prepare internal teams for events.
• Contribute to gathering feedback and analyzing event effectiveness to propose future improvements.

 

Clienteling Application Support

• Provide initial support for clienteling application issues, escalating problems as needed.
• Collaborate with local and regional teams to gather feedback, address user questions, and ensure smooth usage of the application by frontline teams.
• Assist in briefing new and existing local internal users on the application's use.

 

CRM Data Assistance

• Help ensure the accuracy and completeness of CRM system data and member information.
• Work with the IT team to identify data discrepancies and support system improvements.
• Assist in preparing CRM reports and analyzing campaign performance to provide basic insights.

Profile

Your Competencies and Experience (skillset requirements)

• CRM Familiarity: Basic understanding of CRM platforms (e.g., Salesforce, Adobe Campaign) and clienteling tools is a plus.
• Data Analysis Basics: Familiarity with Excel for data organization and basic reporting.
• Communication Skills: Good verbal and written communication abilities for internal coordination and basic reporting.
• Organizational Skills: Ability to assist in managing tasks and coordinating activities.
• Problem-Solving Aptitude: Willingness to identify and help resolve issues.
• Teamwork: Ability to collaborate effectively with colleagues across different teams.
• Proactive Approach: Eagerness to learn and take initiative in supporting CRM activities.
• Experience & Education: 1-2 years of experience in a support role within CRM, marketing, or customer service, preferably in beauty, retail, or a related industry. A Bachelor's degree in Marketing, Business Administration, or a related field is preferred. Candidate with less experience will be considered as CRM Assistant.