Application Deadline: 11 November 2024
Department: Regional Marketing
Location: Head Office, London
Description
We have implemented an anonymous job application process. This means that during the initial stages of the application, personal information such as name, gender, age, and ethnicity is not disclosed to the hiring team.
As the Senior Clienteling & Loyalty Coordinator you will continue implement of clienteling for the region and participate in the revamp of the loyalty program. You will manage the clienteling customer journeys and all touchpoints of the customer aimed at improving the customer experience. You will be responsible for customer experience excellence across all facets and channels: retail, digital, e commerce, onmi-channel, social. You will work closely with our IT retail team to on our bespoke L'OCCITANE app.
This position will partner very closely the Head of CRM UK and Europe, as well as international teams and messaging, store training, segmentation and test and learn around new tools & capabilities. You will work to effectively forecast clienteling sales and product performance and work closely to drive consumer centricity with all internal teams (Retail teams, Marketing, Digital and Ecommerce, Sales, Creative, Finance, Operations and Learning & Development).
What Will You Do?
- You will support and work on clienteling roll out for Europewith the Head of CRM and support on development of the clienteling app as well as manage the different customer touch point to make sure the customer is contacted at the right time with the right channel
- Share with the team the weekly Clienteling morning brief, best practice sharing (internal & external), role plays, clienteling board updates
- You will partner closely with cross functional teams (retail, e commerce, digital, customer service etc) to achieve key KPIs and best in class customer experience.
- Ensure the comprehension of the clienteling KPIs, monitor the performances on a weekly basis and implement action plans to improve them, focusing especially on the data collection (audit of CRM cards to ensure data collection quality & enrichment) / data quality (de-duplication) & the retention of local clients
- You will also work on the loyalty program revamp to make sure it is well integrated in our clienteling program with clear VIP benefit
The Perfect Candidate:
- Minimum of 3 years' experience in CRM and clienteling including strategy implementation
- Expert knowledge of customer lifecycle journeys & loyalty program
- Expert working with store managers and boutiques
- Extensive knowledge and understanding of Luxury Business, customers, competitors and products
- Strong retail experience with a strong understanding of the customer experience and CRM
- Strong analytical skills, comfortable with large amounts of data. Tableau experience preferred
- Experience with clienteling Apps and rolling out clienteling in a fast pace retail environment
- Experience with crafting digital journeys and offline experiences
- Excellent planning skills
- Ability to work under pressure and meet tight deadlines
- Excellent communication skills
What We Offer You!*
- Discretionary Company Bonus scheme
- Contribution Pension Scheme
- Holiday Allowance – above statutory
- Flexible Bank Holidays
- Enhanced Maternity (20 weeks full pay ) and Paternity leave (12 weeks full pay) after 1 year
- Hybrid working for Office based staff– 3 days in the office
- Work from Anywhere Policy – up to 4 weeks a year
- Volunteering 1 Day
- Half day leave for Birthday
- One day's holiday for NewlyWeds
- Discount Scheme
- Product allocation
- Company benefits platform
- Cycle to work scheme through Reward Gateway
- Travel Loan through Reward Gateway
- Subsidised health & wellbeing plan
- Long service awards
Please note some eligibility criteria may apply
