CRM Operations and Strategy
- Execute CRM campaigns aligned with Maison strategy and segmentation
- Manage client databases and ensure effective data utilization
- Oversee the deployment of marketing automation and loyalty programs
- Track and improve client conversion and retention KPIs
- Partner with cross-functional teams to ensure campaign consistency
Clienteling Management
- Design and implement personalized clienteling initiatives across channels
- Support boutique teams with toolkits, training, and performance monitoring
- Develop frameworks for nurturing high-value relationships
- Ensure a seamless and premium experience across every client interaction
- Monitor clienteling impact and drive continuous refinement
Data Analysis and Insight Generation
- Leverage predictive analytics to guide targeting strategies
- Prepare reports and dashboards to monitor campaign success
- Collaborate with data teams to define client segments and personas
- Use insights to recommend optimization of client touchpoints
- Support Maison-specific business reviews with relevant insights
Cross-Team Coordination
- Collaborate with digital, retail, and marketing teams for execution
- Work with IT and CRM vendors to ensure technical robustness
- Align CRM messaging with the brand's voice and vision
- Support regional and Maison-specific activations
- Ensure omnichannel consistency of clienteling experiences
Innovation and Continuous Improvement
- Pilot innovative tools and platforms to enhance client engagement
- Stay informed on CRM technology trends and luxury retail expectations
- Train local teams and support the onboarding of new solutions
- Gather feedback and drive process improvements
- Promote a culture of client-centricity and data-driven action
