fbpx
Single Page
Client Relations Manager, 5th Avenue
Christian Dior
New York
Luxury Fashion, Luxury Menswear
Full time
Posted 2 weeks ago
Copied
Market: NY - New York
Industry Segment: Luxury Fashion, Luxury Menswear
Category: Customer Service
Seniority: Manager
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Job Purpose:

CRM Managers are responsible for partnering with the Boutique Director/Manager to create a clienteling culture and drive client growth. They help plan and execute client initiatives for each client’s before, during and after service activities. They support the sales and management teams with CRM, Special Events, Client Development activities that are aligned with corporate strategies and ensure proper follow-up is conducted by each sales associates with their clients.

Profile

Main Tasks and Responsibilities

  • Management Partnership/Alignment
    • Proactively touchbase and communicate with the boutique director/manager to develop weekly, monthly, quarterly, yearly client planning
    • Ensure store teams (from managers to sales associates) are aligned on all client initiatives (from corporate to in-store) and actions to take by leading Diorly meetings and hosting one-on-one daily/weekly touchbase with sales associates

  • CRM Initiatives
    • Be the point person to ensure All team members (managers to sales associates) understand the importance of Be Dior and how to use the tool
      • Ensure each sales associates use Be Dior daily with minimum usage of 15 minutes per day
      • Ensure each sales associate utilizes the Be Dior checklist
      • Go over the checklist with each sales associate on a daily basis and coach their outreach

      • Provide on-boarding training for new hires
      • Provide weekly refresher for team members as necessary
      • Ensure sales associate accountability for Be Dior usage

    • Proactively update Be Dior checklist for sales associates to use and communicate the modified versions to CRM corporate
    • Proactively utilize Be Dior reporting and functions such as Oto to drive and monitor the business
    • Ensure proper transition of clients belonging to former sales associate. Identify best sales associate to allocate the client to, allocate in Be Dior and be involved in the outreach to those clients to ensure successful transition
    • Ensure properly, timely and meaningful follow-up of All new clients
    • All sales associates to outreach to achieve repeat sales from new clients within 6 months of the first purchase
    • Manage all client gifting from global celebrations – Manage lists by including high potential and new clients. Ensure each sales associate meets his/her ROI goal
    • Manage one to one gifting such as birthdays, etc. Proactively identify upcoming client birthdays, identify appropriate treatments/gifts, communicate to corporate in a timely manner and work with sales associate to create the moment for the client
    • Ensure new initiatives are communicate and understood by each team member
    • Complete all necessary actions per guideline in a timely manner

    • Be Dior
    • New Client Roadmap
    • Gifting
    • Other Initiatives

  • Sales Associate Client Development
    • Meet with each sales associate on a weekly basis to ensure daily, weekly outreach is happening
    • Evaluate each sales associate’s outreach/communication and coach to drive better results
    • Ensure daily client outreach – which is correctly conducted
    • Ensure each sales associate is hosting minimum of 1 appointment per day and provide coaching an help with appointment preparation utilizing tools such as Be Dior
    • Identify clients about to upgrade and downgrade and proactively work with each sales associate to ensure client development

Additional Information

  • Client Data & KPIs
    • Ensure client information is correctly captured on the client card and entered into Xpert/Be Dior and each sales associate is complying to the Sop
    • Ensure proper organization and comply to the client card Sop
    • Outline and distribute client goals in line with corporate CRM KPIs and ensure each sales associate is achieving them through proactive client planning
      • Pyramid Goals
      • Evolution Goals
      • Repeat Goals
      • Birthday Planning
      • Capture Rate
      • Prospect Capture

    • Daily/Weekly review the CRM KPI report to evaluate boutique and sales associates’ client performance and develop client action plans to drive results
    • Proactively utilize Be Dior reports

  • Other Responsibilities
    • Ensure follow up with clients is done consistently to meet Mystery Shop result targets
    • Complete all administrative tasks relating to client initiatives such as but not limited to:
      • List evaluation for gifting, invitations, show nominations, etc.
      • Ensure gift arrival, tools, etc.

  • Assist Boutique Director with various store operation duties as needed, including opening and closing of boutique
  • Proactively develop action plans that’s meaningful and share ideas with CRM corporate
  • Proactively communicate changes/updates to store team members to ensure accurate reporting
  • Regularly partner with CRM, Events & Client Development corporate members
  • Partner with PCR Director to ensure holistic client execution in-store

Skills and Competencies

Ability to:

  • coach and advise sales team on client outreach
  • provide outstanding customer service in person and by telephone
  • utilize client reports and create actions
  • adjust priorities and manage time wisely in a fast-paced environment
  • communicate in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide information to all employees, corporate personnel and customers
  • proactively update corporate teams on client activities in the boutique

Requirements

  • Experience in Retail, preferably in a luxury environment
  • Strong client focus mindset
  • Sense of initiative and commercial creativity with fashion sensitivity
  • Strong knowledge of the luxury industry with fashion sensitivity consistent with the brand
  • Strong interpersonal, communication, organization and follow-through skills
  • Willingness to adhere to all company policies, procedures, regulations, and standards

About Christian Dior

Christian Dior was the designer of dreams. In founding his House in 1947, marked by the revolution of the New Look, he metamorphosed his reveries into wonderful creations. His visionary spirit never ceased to make Clients all over the world feel more beautiful, an inspiration for his successors to this day.

Christian Dior Couture, the House of Dreams, is recognized for its French heritage & vibrant culture sublimating its unique Savoir-faire and Creativity through empowering “metiers d’art”. Our Maison is a destination for sustainable growth & success where we shape the future of our Talents in a positive, authentic & generous environment. We bloom & deliver excellence with passion, determination, courage & optimism to offer meaningful & daring codes.

Rich in exceptional heritage, with a community of more than 8.000 talents, our House embodies Christian Dior’s “House of Talents” today more than ever.

Client Relations Manager, 5th Avenue
Christian Dior
New York
Apply with the resume on file?
See Your Resume On File
Click "Choose Files" to attach your MS Word or PDF Resume*
Maximum file size: 2 MB
Save Resume for future use?
Will overwrite existing
Current or Most Recent Company*
Current or Most Recent Title*
Optional Info (but suggested)
Candidate Summary
Pitch yourself to the employer with a brief snapshot of your qualifications. 2-3 sentences suggested, 150 words max.
Save summary for future use?
Will overwrite exsting
Compensation Expectations
Optional, but suggested
Required Application Questions
From the employer
Question 1 From Employer:
Question 2 From Employer:
Question 3 From Employer:
Client Relations Manager, 5th Avenue
Christian Dior
New York

Apply as Guest

If you already have an account, please login first

Click "Choose Files" to attach your MS Word or PDF Resume*
Maximum file size: 2 MB
First Name*
Last Name*
Email*
Confirm Email*
Phone*
Current or Most Recent Company*
Current or Most Recent Title*
Required Application Questions
From the employer
Question 1 From Employer:
Question 2 From Employer:
Question 3 From Employer:
Optional Info (but suggested)
Candidate Summary
Pitch yourself to the employer with a brief snapshot of your qualifications. 2-4 sentences suggested, 250 words max.
Compensation Expectations
Optional, but suggested
Please allow a few seconds for your application to submit