Job Title:
Senior CRM Coordinator
Overall Purpose of the Role
Client relationships are at the heart of our business and our most impactful tool within CRM is the ability for sales associates to outreach directly to their clients. The Senior CRM Coordinator is responsible for the end-to-end out-reach proposition and journeys. They facilitate the production of all content and are responsible for helping our Sales Associates to target the right clients at the right time with the most appropriate content.
Key Responsibilities and Duties
The CRM Senior Coordinator will support the team to achieve our global Clienteling targets by
- Maintaining the Global clienteling calendar (including global campaigns, regional campaigns, and corresponding client audiences), to ensure the right clients are contacted at the right moment
- Leading launches for global and regional campaigns: Overseeing the production of campaign assets and audiences, and communicating with regional stakeholders
- Acting as the primary contact for the regional CRM teams and supporting them with any kind of ad hoc clienteling campaign request
- Delivering client-facing assets, ensuring they are available on the digital clienteling app and on other internal platforms for easy usage by Sales Associates
- Collaborating closely with the Analytics team to create relevant audiences for outreach campaigns. Leveraging past campaign results to ensure audiences are always evolving and improving. Carefully reviewing lists for accuracy and suitability.
- Monitoring and sharing weekly Clienteling reporting. Regularly reviewing clienteling performance and identifying opportunities to innovate and improve results.
- Leading the Direct Mail programme including audience creation, supplier relationship management, performance monitoring and continuous improvement.
- Managing the NPS, Digital Receipts and Guest WiFi projects: working with the CRM Coordinator to update layouts, and partnering with suppliers on troubleshooting issues
- Collaborating on app development and testing for the clienteling platform, ensuring a best in class experience for our retail teams globally.
- Managing the CRM Coordinator.
The Ideal Candidate
The ideal candidate is highly organized, a great collaborator, and someone who loves both the data and the experience sides of marketing. You are both quantitative and qualitative. You care about client experience and you are eager to work with our global partners to understand regional differences and create the most impactful campaigns possible.
Experience
- 4+ years working for Luxury CRM/ Clienteling
- Knowledge of customer lifecycle journeys
- Knowledge of GDPR
- Proficient in the use of Microsoft Office (Word, Powerpoint, Excel)
- Experience working in a retail sales position or collaborating closely with retail teams in a past role would serve you well in this role
Skills and Qualifications
- Excellent spoken and written English;
- Curious, detail-oriented with strong problem-solving skills;
- Quick learner, with a taste for discovering new software;
- Ability to work proactively and independently;
- Solid organizational skills with an ability to multitask;
- Team player with excellent interpersonal and communication skills;
- Commercial acumen with an affinity for Customer Loyalty, Retail, Fashion and the Luxury industry
