CDD - Client Insights & CRM Manager – Europe (F/H)

Position

The Client Insights & CRM Manager supports teams in better understanding our clientele's behavior and designing tailored client journeys to achieve regional clienteling objectives. This role involves working closely with country client marketing teams, retail, product, finance, digital, etc., to facilitate their comprehension of client profiles per product category.

He/she will define and build a comprehensive operational CRM strategy, considering the specificities of each country within the region, focusing on analyzing key levers
(recruitment, frequency, cross-sell).
Reporting to the Europe Client Marketing Director.

This position is a maternity leave cover 

Job responsibilities

#1 - CLIENT INSIGHTS & CLIENTELING PERFORMANCE MONITORING: Supports countries and general management in generating client behavior insights to drive operational programs

Main Actions:

• Provide client insights to build the right marketing strategy per country.
• Analyze client profiles and client purchase behavior.
• Regularly follow up on KPIs for product launches and/or any specific projects (e.g., pop-ups).
• Follow up on KPIs for all clienteling programs.
• Support countries in their specific requests.
• Provide specific analyses for key strategic presentations (Budget, Business Review, Retail Meeting, etc.).
• Animate the community - (Best practice sharing between countries, alert on low performers, etc.).
• Be the regional referent for data management and data quality monitoring
(regular follow-up of data capture per boutique with an objective of continuous improvement).

Clienteling main dimensions usually used in regular client analysis:

• Share of locals
• Main nationalities
• Recruitment rate
• Client segment

• Impact of top segments
• Cross-shopping

Product Analysis, Depending On Type Of Objectives:

• Follow up on each main collection launch and push of client lists.
• Support the merchandising team prior to each buying session.
• Ad hoc specific requests (e.g., ranking top sales in HJ, Dior Homme formal performance).

Countries Specific Requests:

• Support countries for specific ad hoc requests.
• Support the management team prior to new country openings

Transversal Analyses:

• Provide support for main Europe presentations such as Business Reviews, Budget Preparation, Retail Meetings, specific trainings.
• Analyses for transversal projects: pop-up/concept stores, previews, Uber Luxury, etc.
• Specific campaigns and push of client lists for boutique openings.
• Push of client lists for sales/markdowns and performance analysis.

#2 – CRM: Deliver actionable and tailored client journeys to support the Region and boutiques in achieving their clienteling objectives
Main Actions:

• Define and build specific and personalized omnichannel client journeys for each segment in collaboration with Digital, Retail, IT, and Data teams.
• Ensure consistency in communication and monitor the frequency of contact in order to optimize client engagement.
• Set up dashboards to monitor the performance of clienteling programs and propose optimization plans at the country level.
• Coordinate the deployment of various training modules in collaboration with the Training department, from local adaptation to new modules’ launch.
• Be the key contact to animate the clienteling community in the boutiques around all client development topics through our network of over 100 boutiques.

Gifting & Customer Operations:

• Responsible for the gifting strategy.
• In charge of the CRM Europe budget: annual planning, expense tracking in connection with the finance and purchasing departments.

#3 – Management - Management of CRM coordinator and Direct Marketing coordinator

Profile

•    5-8 years of experience
•    Global understanding of the luxury industry and the product environment.
•    Strong analytical, quantitative, and strategic thinking skills. Experience in client analytics, mastering tools (Excel mainly, Power BI is a plus) and main database tools (Neolane, Cegid, etc.).
•    Development and execution of structured approaches to solve operational objectives.
•    Optimistic and positive approach to problem resolution.
•    Strong organizational skills and structured.
•    Hands-on and retail/business oriented.
•    Impact and results-oriented. Precise, rigorous.
•    Excellent communication and interpersonal skills, developing relationships at all levels in an organization.
•    Confident interacting and presenting to Senior and Executive level management.
•    Agile, reactive.
•    Client-centric and empathetic.

Additional information

Encouraging inclusion and diversity in all its forms, Christian Dior Couture has been committed since 2013 to an approach that promotes the employment of people with disabilities, and the valuing of all singularities.