Summary
Senior specialist role within CRM and Client Development focused on evolving client engagement strategy and digital services for the WFJ division. The role partners with cross functional teams to enhance retention conversion and overall client experience through CRM eCRM online appointment booking digital passport and aftersales initiatives. Requires strong project management analytical and presentation skills to drive client centric projects and improvements.
Responsibilities
- Develop and implement CRM and eCRM strategies to elevate client experience and drive retention and conversion
- Oversee development and optimization of digital services such as online appointment booking aftersales and digital passport
- Support retail teams with client lists targets gifting newsletters and client education
- Manage client gifting for KEM and celebratory moments in partnership with local teams
- Collaborate with Fashion Food and Beverage Marketing Digital Retail Operations and Customer Care to align client experience
- Support cross divisional projects including new boutique advisor tool and advisor experience enhancements
- Manage stakeholder relationships and align digital initiatives with division strategy
- Use data and analytics to identify gaps and recommend client experience solutions
Requirements
- 5-7 years experience in client engagement or luxury consumer experience
- Bachelor's degree
- Strong project management skills and experience with analytics quality assurance and data capture
- Excellent written and verbal presentation and communication skills
- Proficiency in Microsoft Office including advanced Excel and PowerPoint
- Detail oriented with strong organizational and problem solving skills
- UX UI experience is a plus
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