CRM Manager Emea

hace 2 semanas

Madrid, España Loewe A tiempo completo

**Position**:
**CRM MANAGER EMEA REGION**

Reporting to Loewe´s Head of CRM in EMEA, will be responsible of planning and implementing the client strategy, by country and type of client, analyzing the client database and extracting conclusions in order to maximize business opportunities. In close partnership the Retail Managers, the CRM Manager will develop customer recruitment, retention and loyalty, leveraging our client intelligence capabilities.

This position will report to the Head of Client, EMEA, and will be based in Madrid.

**Responsibilities of the CRM Manager in the Region**:
**CRM and analytics**
- Manage the local client database: champion accuracy and quality in data capture in EMEA, ensuring best practices are shared, and liaise back with HQ to identify potential cleansing / quality actions. Set objectives on quantitative and qualitative data collection.
- Set CRM KPIs per store to measure business performance and client behaviour, monitoring monthly results and analysing the deviations vs target. Propose action plans for those stores under target and new targets for those surpassing them.
- Support on the definition and development of customers campaigns, identifying business opportunities liaising with other relevant departments such as Merchandising, Marketing and Retail.
- Run ad-hoc analysis, and presentations to top management, to understand customer trends, patterns and predictions in current markets, new stores or as needed.

**Client activations and assets**
- Following EMEA calendar, propose relevant activations and assets (events, gifts, experiences, newsletters, STD, app templates ) per country and per client type to address business needs, such as seasonal new collections, new product launches and pop-ups.
- Elaborate local CRM strategies to grow customer base recruiting customers and acquiring new data. Define relevant initiatives to activate priority client segments, in order to retain them. Identify those customers that deserve to be rewarded due to their loyalty and propose ad-hoc activations.
- Work very closely with Marketing EMEA and Client HQ to bring to life every activation and asset, making sure they meet LOEWE quality, standards and deadlines.
- Work in the internal communication plan of activations and assets to the Retail Managers and stores. Help in the send-out of the assets (physical and/or digital) to stores.
- Help in the selection of top clients to be eligible for experiences such as Fashion Shows, Salone del Mobile and any other relevant craft & cultural brand project.
- Guide store managers and CRM Engagement Managers in the developments of partners that can drive retention and recruitment of local clients.
- Measure the ROI and deviation vs target of each and every action.

**Clienteling and Client marketing**
- Define communication flows and materials to clients, adapting global guidelines to regional needs and calendar.
- Identify and promote improvement actions for onboarding new clients in LOEWE newsletter and for decreasing the unsubscription rate.
- Lead the deployment and roll out of Loewe’s clienteling systems in stores, tracking the adoption and correct usage of the tool. Correct reporting of bugs to HQ team and tracking of issues pending to be solved.
- Identify development needs in order to design EMEA Local Clienteling guidelines and toolkit for our retail team, together with HQ guidelines. Drive the communication plan to stores, in order to introduce a client-centric culture into their strategy and daily tasks. Follow-up on the implementation and regional adoption.
- Follow-up on all initiatives designed for increasing our Retail team interaction with clients.

**Profile**:
**Knowledge, Skills and Abilities**
- At least 4-5 years experience in CRM / customer management roles in premium fashion brands.
- Strong strategic vision, business acumen, agile mind and multi-tasking ability. Previous experience in Strategic Consultancy will be considered a plus.
- Experienced in conducting high-level customer analysis with PowerBI and managing client DDBB.
- Ability to work closely across global and local teams. Strong and effective interpersonal and communication skills. Highly collaborative.
- Flexible, enthusiastic and highly motivated with the ability to work to targets in a deadline driven environment.
- Great capacity of leading and organizing multiple projects with great attention to detail.
- Strong sense of luxury & fashion.
- Fluent in English and Spanish. Any other language is a plus.

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