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.: CELI01894
  • Date of publication: 2020.11.04

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 quality and data collection in conjunction with network of stores

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

- Close monitoring of client profiles

- Benchmarking and best practices sharing with Retail teams and Headquarter

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 (on-line and off-line) and ROI analysis 

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

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

- Local CRM budget definition and control

VIC development management 

- Identification and recruitment of high potential customers through networking and partnerships

- VIC private relationship management, in conjunction with network of stores, with catered initiatives 

- Accompanying VICs to special brand events

CRM facilitation & ambassadorship

- Working with retail network to boost client service orientation and actions 

- Ensuring local clients perception is in line with brand values and positioning

- Conduct CRM training for in-store teams 

Required Skills & Experience:

  • Min. 5-year experience within strategic Clienteling and VIC relations departments 
  • Excellent client service orientation
  • Strong verbal and written communication abilities
  • Agility in taking constructive and prompt actions to promote the brand 
  • Good comprehension of retail, fashion and luxury
  • Analytical skills and sharp attention to details
  • Capability to create detailed reports, presentations, project management plans and schedule

 

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