Client Engagement
6 months ago
Reporting to the Omnichannel Project Manager, your main role will be to support and maximize the client engagement plan by supporting communication plan, cultivating a data mindset approach and promoting adoption of digital tools to provide insights on client’s journey and their various touchpoints with the House.
CLIENT INTELLIGENCE & DATAS
Strong understanding of client data platform and client’s aggregate (segmentation, attachment) and being able to seek for insights in large data model (excel client cube, export from Adobe) to analyze and identify client’s pattern: purchase behavior, journeys, reachability and translate into comprehensive communications (mainly PowerPoint).
- Prepare monthly reports at market/boutique level
- Perform ad-hoc analysis (for budget, to support business cases, for specific insights)
- Act as a data-steward:
- Promoting safe practice in compliance with client data privacy principle
- Implementing solution to support database quality and integrity
- Reporting issues and suggesting improvements
CRM
- Animate CRM communities sharing the upcoming client communication plan, CRM best practices, and tool evolutions
- Support the follow-up of Clienteling Objectives monthly, liaising will all the concerned teams for action plan to support boutiques in their achievement (training, IT, Marketing, Europe)
DIGITAL TOOLS
- Support all the deployment of clienteling digital tools in store liaising with training, operations, and IT & their evolution (update, feedback )
- Gather needs from markets and share with Europe for further development upon business request (specific event, new feature )
- Monitor KPIs & propose booster plan to maximize tools adoption & usage (from the team and the management)
- Regularly visit the boutiques CRM ambassadors to stay close from their needs in term of tools, reports
- Support ad-hoc initiatives from business teams linked to connected experiences or omnichannel digital tools.
MAIN SKILLS REQUIRED
- 2 to 3 years working experience
- Master Excel (advanced formula: MATCH, VLOOPKUP, INDEX, MATCH, PIVOT, DISTINCT COUNT) & Datas
- Strong Project & Digital mindset with an hands on approach
- With a retail & client mindset to be able to support the business teams in their daily missions
- Master Salesforce & Adobe campaign with good presentation skills
- First working experience within a Luxury is a strong plus
- Good communication skills & strong collaboration mindset
- Innovative & creative spirit be ready for new challenges and ideas in fast moving markets
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