Job Purpose:

The CRM Manager will be responsible for crafting, implementing, and analyzing Dior’s Clienteling programs to support the business. The candidate will be responsible for the department’s training and communication with retail boutiques, including hosting bi-weekly and monthly business review and training calls. The individual will partner closely with stakeholders from Retail Communications, Training, E-commerce, Merchandising, It, Events, PR, and the Central CRM team.

Profile

Tasks and responsibilities:

Client Programs

• Coordinate all boutique level Clienteling programs and implement strategies outlined by Central CRM including Client Growth Strategies, Capture, Retention initiatives, etc.
• Oversee all E-Clienteling programs in partnership with the local Call Center and E-commerce teams such as: Identifying Outreach Opportunities and Gifting Strategies, Decreasing Return Rate, Increasing Repeat Shoppers, etc.
• Efficiently prioritize execution of project to meet deadlines and set objectives
• Proactively manage the project roadmaps and suggest initiatives to improve the CRM programs
• Manage the ambassadors’ program by hosting bi-weekly calls, development deck and managing lesson plans

Applications, systems & tools

• Oversee adoption and training of internal Clienteling applications across all retail teams
• Partner cross-functionally to collect needs and best practices and outline prioritizes for app development roadmap
• Partner with Central CRM & It to lead evolution pilot programs and change management for system updates
• Partner with local and Central It team to troubleshoot and investigate technical issues

Communication

• Lead the department’s communication for the retail teams
• Build and maintain strong partnerships with other departments and cross functional partners to facilitate Clienteling topics across multiple communication channels
• Facilitate CRM actions and communications for retail store openings / closure in partnership with the local Events and Central CRM teams

Onboarding & training

• Develop training roadmap and guides for all Clienteling tools and systems
• Partner with Retail Training and Retail Communications to facilitate new hire trainings across all boutiques for retail managers and sellers
• Hold regular monthly retail onboarding calls for new hires and ad hoc calls for store openings
• Host bi-weekly retail training refreshers to further develop the team’s clienteling mentality

Additional Information

Skills and competencies:

• Strong project management skills with ability to follow-through and prioritize (able to lead multiple projects simultaneously and meet deadlines)
• Excellent organizational skills with attention to detail
• Outstanding communication skills, verbal and written (strong interpersonal skills)
• Strong analytical skills
• Ability to make autonomous decisions in a timely manner
• Ability to demonstrate patience

Requirements:

• Bachelor’s Degree in Business, Marketing, or related field
• 3-5 years of experience in a relevant position in CRM/Marketing/Ecommerce
• Experience in clienteling, developing/executing initiatives/adopting internal Clienteling Applications and systems
• Experience presenting in large groups and developing presentation materials
• Experience working with client data, understanding KPIs and running reports
• Knowledge of current best practices in the industry
• Experience is luxury retail a plus
• Experience with Salesforce, Sql, Adobe, Google Analytics a plus