JOB PURPOSE
Direct report - Store Manager
Functional report: CRM Manager/ Director (headoffice position)
The In-Store CRM will be responsible for strengthening and developing CRM & clienteling initiatives in store and supporting the sales staff with a strong focus on driving business through client outreach initiatives (client interactions) and private appointments.
RESPONSIBILITIES
Support the store by ensuring sales staff are cultivating clients guaranteeing their outreach (outbound communications) through interactions and private appointments
Consistent training and strengthening of store teams on CRM & clienteling activities (including onboarding of new store members to ensure consistency in skill set across the team) through the use of CRM/clienteling digital tools and processes
Ensure the development, implementation and execution of store CRM outreach initiatives including the definition of local outreach activities, client target list extraction, implementation of initiatives through client advisors and initiative performance monitoring
Ensure adoption, consistent execution and follow-up of the Group clienteling strategy, resources and culture across all store team members
Provide individual feedback to store staff on specific CRM initiatives and updates
Share and encourage clienteling best practices with store staff
Manage client gifting and customer experiences budget to strategically develop client relationships
Monitor and track the main KPIs on a store and individual client advisor level, including: client outreach (through customer interactions), private appointments, client data capture KPIs, clienteling productivity and outreach initiative performance
Educate, train and proactively encourage sales staff on the usage of the digital tools available (e.g. C-Sphere) to perform clienteling initiatives
KNOWLEDGE AND SKILLS
Luxury retail experience is preferred
Strong technical attitude and digital mindset
Languages: English, other language is mandatory
Client centric attitude, problem solving, flexibility, empathy, energy
