CRM & Clienteling Coordinator

Position

POSITION: CRM & CLIENTELING COORDINATOR

6 MONTHS FIXED TERM

DEPARTMENT: SALES

LOCATION: LONDON, HYBRID

REPORTS TO: CRM & CLIENTELING MANAGER

 

PURPOSE OF THE ROLE

The CRM & Clienteling Coordinator will support the CRM & Clienteling team with CRM & Clienteling campaigns, the Guerlain&You loyalty programme and reporting on the impact of activities.

The CRM & Clienteling Coordinator plays a crucial role in the successful execution of CRM & Clienteling initiatives. Working collaboratively across various teams, ensuring the seamless coordination of campaign elements whilst adhering to established brand guidelines to meet commercial targets. This role also encompasses the monitoring of loyalty programme stock levels to ensure efficient resource allocation and, producing comprehensive reports & monitoring campaigns to assess effectiveness and to track activities.

The ideal candidate is a collaborative and resourceful individual with good communication skills who enjoys working across teams to deliver successful campaigns. They are able to work effectively with a brief, coordinating across various team touchpoints, and possess a genuine passion for CRM & Clienteling communications and delivering an exceptional client experience in an iconic luxury beauty brand.

Job responsibilities

CRM & Communications Initiatives

• Support the CRM & Clienteling Manager and Intern with the delivery of the CRM & Clienteling Communications Calendar and CRM initiatives:
• Coordinate the end-to-end CRM & Clienteling communication (Email, SMS, Clienteling App BeeGold & Direct Mail) delivery, ensuring on-time execution by overseeing briefing, HQ creative adaptation, proofing, targeting, and deployment and working closely with internal teams and the communications agency
• Develop bespoke CRM & Clienteling communications by executing pre-defined campaign plans, collaborating with internal teams to gather necessary elements, creating on-brand creative, securing approvals, and managing workflow to ensure timely delivery
• Maintain and update email creative, utilising the Dartagnan email creative tool
• Execute direct mail campaigns by partnering with printing agencies to fulfil direct mailers and prepare associated gifting materials
• Provide logistical support for clienteling campaigns, including managing stock, coordinating gift preparation, and ensuring timely delivery to stores and clients
• Collaborate with UK Sales team members and CRM teams to develop and deliver bespoke CRM & Clienteling communications for retail partners by working from provided instructions, collaborating with internal teams to gather necessary elements, securing approvals and ensuring timely delivery of these initiatives
• Assist the CRM & Clienteling Manager with database management tasks and data acquisition initiatives as required

Loyalty Programme

• Assist the CRM & Clienteling Manager with day-to-day operations to deliver an excellent client experience of the loyalty programme in-store and online:
• Oversee weekly loyalty gift orders, ensuring timely and accurate processing
• Supervise loyalty programme stock inventory to ensure consistent stock fulfilment and availability for the loyalty programme, both online and in-store

Reporting

• Assist the CRM & Clienteling Manager with regular reporting to provide visibility of resource allocation and monitor overall impact:
• Use a campaign tracker to monitor CRM & Clienteling campaign activity, ensuring efficient resource allocation and sharing across teams
• Produce reports on CRM & Clienteling campaigns' performance using Google Analytics, CRM BI, and ad hoc data extracts to assess overall effectiveness and disseminate findings across the business

POSITION WITHIN THE ORGANISATION

 Reports to

• CRM & Clienteling Manager

Direct Reports

• None

Internal Interactions:

• UK Sales team
• UK Marketing teams
• UK Retail team
• UK Logistics team
• International CRM/Digital teams (Paris)
• International Client Services team (Paris)

External

• CRM Agencies
• Print suppliers
• Retail Partners

Profile

PERSON SPECIFICATION

Key Competencies/Technical Skills

• Previous experience using CRM campaign tools desirable (Email creative platforms and Adobe Campaign)
• Adept at learning and using new digital platforms (including Dartagnan)
• Client-centric mindset (previous CRM /customer services / retail experience desirable but not mandatory)
• Experience in briefing and working with agencies
• Excellent written and verbal communication, and relationship-building skills
• Aptitude for analysis and reporting (previous experience with Google Analytics and PowerBI desirable)
• Strong organisational skills; autonomous
• A keen eye for detail
• Proactive, adaptable, resilient
• Strong language and communication skills
• Proficient in Microsoft Office (e.g. Excel, Word, PowerPoint)

Profile

• Experience in/ aptitude for operational tasks (logistics)
• Minimum 2 years experience in CRM/Similar role in luxury goods in the retail industry and or FMCG
• Knowledge and understanding of the UK luxury retail market and consumer; interest in CRM & Clienteling
• Bachelor’s degree or Business Studies equivalent
• Inherent interest and passion for beauty