About the job
Position
Job Purpose
The CRM Manager will be responsible for creating, implementing, and analyzing Dior’s clienteling programs to support the business. The candidate will be in charge of the department’s training and communication with retail boutiques, including hosting 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 teams.
Tasks And Responsibilities
CLIENT PROGRAMS
Oversee all boutique level clienteling programs and execute strategies outlined by Central CRM including client growth strategies, capture retention initiatives, etc.
Create and lead local clienteling actions to promote best-in-class CRM practices that drive revenue and promote client retention and growth
Oversee 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 projects to meet deadlines and set objectives
Proactively handle the project roadmaps and suggest initiatives to improve the CRM programs
Oversee the ambassadors’ program by hosting calls, deck development and managing lesson plans
Applications, systems & tools
Oversee roll-out, 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, materials and guides for 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 mindset
Skills And Competencies
Strong project management skills with ability to follow-through and prioritize (able to handle multiple projects simultaneously and meet deadlines)
Proactively coordinate projects and suggest initiatives to improve the CRM programs
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
Ability to work in a fast-paced environment
Additional information
Requirements
Bachelor’s Degree in Business, Marketing, or related field
5 years of experience in a relevant position in CRM/Marketing
Experience in clienteling, developing/driving initiatives/adopting internal client 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, Adobe a plus
Experience planning, creating and driving processes
Seniority Level: Managerial-Level
Job Functions: Project Management
Industries : Information Technology
