ESSENTIAL DUTIES & RESPONSIBILITIES
SET UP THE FOUNDATION FOR CRM EXCELLENCE IN YOUR STORE
- Embed a culture of CRM excellence in-store, driving and monitor the accurate capture of data
- Train and support the teams with their CRM skills, following up as appropriate to instill behaviours
- Animate the CRM tool (ICON) with relevant functionalities and content
- In collaboration with the wider Client Development Manager, build a community of clienteling experts within your store
- Elaborate action plan based on the Maison’s priorities in collaboration with the Head Office Clienteling Team and Senior Leadership Team within the store
- Implement robust contact strategy to reengage with clients depending on their profiles/segments
DEVELOP CLIENT INSIGHTS THROUGH DEPTH OF ANALYTICS
- Share KPI reports with relevant Manager/team members
- Track store’s performance
- Analyse clientele dynamics and identify opportunity for development
- Seize opportunities to further develop our approach to CRM, reviewing competitors to maintain best practice field
- Collectively play an active role in strengthening the proximity with out clients and contributing towards Clienteling projects as required
MANAGE CLIENT FACING DIRECT COMMUNICATIONS
- Plan and supervise the sending of e-mailing, mailing or any other communication tools directed to clients
- Provide Client Advisors with guidelines and templates to engage with our clients
- Roll-out bespoke trainings, aimed at upskilling and maximizing impact of outreaches to clients, ensuring communications are tailored and capture the Maison’s tone of voice
CREATE & DRIVE A CLIENT CENTRIC MINDSET
- Create a client centric mindset at the store level, making it an integral part of the Client Advisor & management roles
- Spend time on the shop floor inserting yourself into the selling ceremony when necessary, and actively coaching the team to embed a client centric mindset and leverage business opportunities
- Provide analysis and feedback on clientele and product line performances, to be able to develop and implement action plans to deliver results in collaboration with the categary Team Managers and Senior leadership in store.
- Work closely with Client Development and Events team to develop outreach campaigns, events & animations to recruit new clients engage existing clients
- Be fully aware of the communication/global marketing and events calendar and strategies developed to ensure that the sales team is properly informed of all relevant activity
- Monitor and be accountable for clienteling KPIs related to the store, propose specific actions plans to improve performance and establish the store and the Region as ‘best in class’
THE CLIENT EXPERIENCE & HOSTING
- Oversee store’s animations/events, closely monitor ROI, set realistic and ambitious objectives
- Be fully responsible for the client entertainment budget, be proactive in proposing alternatives and cost saving solutions for it
- Manage Client Gifts: order through HO, allocate them and monitor
- Ensure daily operations and functions are carried out in line with company policies and procedures
- Ensure Louis Vuitton standards are applied and maintained at all times across the division in the presentation/merchandising, client experience and back office activities
