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CRM Manager

hace 3 meses

Madrid, Madrid, España Louis Vuitton A tiempo completo

POSTE


Louis Vuitton, the worlds leading luxury brand is looking for a CRM Manager to join the Mediterranean region, reporting directly to the Head of Client Development for the region.


The main purpose of this role is to drive the clients' loyalty and develop the store capacity to do Clientele in an omni-channel environment in a six-country complex region.


To be successful in this role you will have solid analytical skills to extract, interpret and convert main client KPI's into concrete actions for our retail teams.


Your proximity to retail teams and ability to coach and influence our teams on the field will condition your impact and success.


RESPONSIBILITY

Set up the foundation for CRM excellence in each store

  • Drive and monitor data capture
  • Train and support store teams with their CRM skills
  • Animate the CRM tools with relevant functionalities and content
  • Build a community of clientelling experts within the countries

Define and implement CRM action plan

  • Elaborate action plan based on the Maison's priorities in collaboration with the other departments (Merchandising, eRetail, Retail...)
  • Implement adequate contact strategy to reengage with clients depending on their profiles/segments
  • Support stores with their clientelling needs
  • Adapt tools & content according to strategy and priorities
  • Develop omnichannel potential

Develop client insights

  • Share KPI reports with relevant departments and stores
  • Track stores performance
  • Analyze clientele dynamics and identify opportunity for development
  • Identify opportunities

Manage client direct communications

  • Provide client advisors with guidelines and templates to engage with our clients

PROFIL


PROFILE


You have a previous retail (in store) experience and in addition at least 3 years of demonstrated experience in CRM management in a premium/luxury retail brand.

You have strong analytical skills and are comfortable translating figures into hands on actions in a retail environment.

You are proficient in Spanish and English and have good animation and presentation skills.

Excel and PowerPoint proficiency.


You are agile, have a strong sense of service and excellence and enjoy working in fast paced international environments with multi-cultural teams.

You are comfortable multi-tasking and highly organized.

Frequent travel within and outside the UE is essential