Clienteling & Loyalty Manager

  • Company: Celine USA
  • Country/Region: United States
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Retail
  • Experience required: Minimum 5 years
  • Reference No.: CELI01838
  • Date of publication: 2020.06.23

Position

Reporting to the President, North America, the Clienteling & Loyalty Manager will develop and implement client development strategies across US and Canada, with the objective to develop client loyalty and recruitment, in coordination with the Retail leaders of the Region.

MAIN DUTIES & RESPONSIBILITIES

Customer database and insights

- Improvement of data collection and qualification with the help of the stores

- Monthly and seasonal detailed reports supported by proper action plans and their follow-up

- Specific and close monitoring of best customers' profiles

- Benchmarking and best practices sharing with Retail teams and Central teams

CRM program management

- Definition of a quarterly and seasonal CRM action plans focusing on key strategic development areas

- Preparation and execution of direct client communications (online and offline) and ROI analyzes

- Event planning and organization in association with Retail, VM and Communication departments

-  Customer Service management (if applicable) in close link with the After-Sales & Quality team

- Local CRM budget definition and control

VIC development manager

- Identification and recruitment of high potential customers through networking and partnership with prospective partners

- Personal VIC relationship management, coordinated with the stores

- Understanding of VIC needs and expectations; development of specific attentions and initiatives

- Accompaniment of VIC customers during special brand events

CRM facilitator and ambassador

- Drive the retail network closely and boost customer-service orientation

- Ensure local customers perception is in line with brand values and positioning

- Conduct CRM trainings towards the stores

REQUIRED SKILLS

  • Excellent customer-service orientation
  • Strong verbal and written communication abilities
  • Good at taking constructive and prompt actions to promote the brand accordingly
  • Good comprehension of retail
  • Analytical skills and sharp attention to detail
  • Capability to create detailed reports, presentations, project management plans and schedules
  • Comfortable with IT solutions. Good command of MS Office Excel & PowerPoint
  • Fluency in English (written, spoken, comprehension)

EXPERIENCE

  • Minimum 5 years of Fashion or Luxury Retail experience in clienteling and relationship areas
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Fashion & Leather Goods

Houses with a unique heritage and young emerging brands make up this exceptional division. Each of their creations becomes an object of desire, imbued with timelessness.

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