Summary
Responsible for evolving client engagement strategy and digital services to enhance the luxury client experience for the WFJ division. Partner with cross functional teams to deliver CRM eCRM initiatives, online appointment booking, digital passport and aftersales programs while supporting retail and client development needs.
Responsibilities
- Develop and implement CRM and eCRM strategies to drive retention and conversion
- Oversee development and optimization of digital client services such as online appointment booking and aftersales
- Support retail teams with client lists, targets, gifting, newsletters and boutique education
- Manage client gifting for key moments in partnership with local teams
- Collaborate with Fashion, Marketing, Digital, Retail, Operations and Customer Care on client experience
- Manage cross divisional projects including New Boutique Advisor Tool and local client related projects
- Engage stakeholders to align digital initiatives with division strategy and client needs
- Use data to identify gaps in boutique experience and propose solutions
Requirements
- 5 years experience in client engagement or luxury consumer experience
- Bachelor's degree
- Strong project management skills and experience with analytics and data capture
- Excellent written and verbal presentation skills
- Proficiency in Microsoft Office with strong Excel and PowerPoint abilities
- Detail oriented with strong organizational and problem solving skills
- UX UI experience preferred
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