CRM Manager

3 weeks ago


UAE, United Arab Emirates Dior Full time

CDI

PLEIN TEMPS

EMIRATS ARABES UNIS

ABU DHABI

RETAIL/MAGASIN

MINIMUM 5 ANS

DATE DE PUBLICATION - 13-MARS-2024

REFERENCE - CDC10210

POSITION

**Job purpose**:
**Tasks and responsibilities**:
CLIENT PROGRAMS
- Oversee all boutique level clienteling programs and execute strategies outlined by Central CRM including client growth strategies, capture retention initiatives, etc.
- Create and lead local clienteling actions to promote best-in-class CRM practices that drive revenue and promote client retention and growth
- Oversee e-clienteling programs in partnership with the local call center and e-commerce teams such as: identifying outreach opportunities and gifting strategies, decreasing return rate, increasing repeat shoppers, etc.
- Efficiently prioritize execution of projects to meet deadlines and set objectives
- Proactively handle the project roadmaps and suggest initiatives to improve the CRM programs
- Oversee the ambassadors’ program by hosting calls, deck development and managing lesson plans

**Applications, systems & tools**
- Partner cross-functionally to collect needs and best practices and outline prioritizes for app development roadmap
- Partner with Central CRM &; IT to lead evolution pilot programs and change management for system updates
- Partner with local and Central IT team to troubleshoot and investigate technical issues

**Communication**
- Lead the department’s communication for the retail teams
- Build and maintain strong partnerships with other departments and cross functional partners to facilitate clienteling topics across multiple communication channels
- Facilitate CRM actions and communications for retail store openings / closure in partnership with the local Events and Central CRM teams

**Onboarding & training**
- Develop training roadmap, materials and guides for clienteling tools and systems
- Partner with Retail Training and Retail Communications to facilitate new hire trainings across all boutiques for retail managers and sellers
- Hold regular monthly retail onboarding calls for new hires and ad hoc calls for store openings
- Host bi-weekly retail training refreshers to further develop the team’s clienteling mindset

**Skills and competencies**:

- Strong project management skills with ability to follow-through and prioritize (able to handle multiple projects simultaneously and meet deadlines)
- Proactively coordinate projects and suggest initiatives to improve the CRM programs
- Excellent organizational skills with attention to detail
- Outstanding communication skills, verbal and written (strong interpersonal skills)
- Strong analytical skills
- Ability to make autonomous decisions in a timely manner
- Ability to demonstrate patience
- Ability to work in a fast-paced environment

ADDITIONAL INFORMATION

**Requirements**:

- Bachelor’s Degree in Business, Marketing, or related field
- 5 years of experience in a relevant position in CRM/Marketing
- Experience presenting in large groups and developing presentation materials
- Experience working with client data, understanding KPIs and running reports
- Knowledge of current best practices in the industry
- Experience is luxury retail a plus
- Experience with Salesforce, Adobe a plus
- Experience planning, creating and driving processes


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