Position
Reporting To: Omnichannel Manager
Assist the CRM team in the development, implementation, and management of customized CRM programs. This will include involving all stakeholders in a positive cycle for performance improvement and innovation.
Responsibilities
Job responsibilities
- Assist in bridging the gap between boutiques and CRM, ensuring that the approach is always client-centric.
- Implement concrete clienteling programmes to increase loyalty and repeat sales.
- Promote, develop and manage pampering activities set according to clients profiles, needs and culture in order to keep Bulgari in a top-of-mind position.
- Develop the CRM gifting programme with all stakeholders and ensure that customers are satisfied.
- Assist in the management of key projects, ensuring continuity and checking milestones.
- Work with the retail team to define business opportunities while focusing on a One-to-One commercial approach.
- Working closely with boutiques to define the contact strategy for all customer activities.
- Create & adapt your campaigns based on customer segmentation in order to maximize response rates.
- Monitor the results and provide analytics and reporting tools to ensure optimal performance.
- Improve data accuracy and quality by working closely with boutiques.
- Perform detailed reporting defining opportunities for incremental revenues and improved customer satisfaction.
- Provide guidelines, training and full support to local teams.
- Provide day to day, on the ground support to boutiques on all CRM and clienteling programs.
- Select and follow external suppliers involved in overall CRM activities.
- Manage the CRM budget.
- Constantly nurture relationships with clients, in-store and outside the store. Create personalized experiences, along with corporate stakeholders, that help connect the client to the Bulgari brand and lifestyle.
- Communicate with management about opportunities to develop community relationships and to explore potential events to increase brand awareness and customer loyalty among new and existing clients.
- Support Store Directors and Client Advisors to identify, develop and manage clients.
- Work on improving client segmentation, profiling and targeting for any action in order to recruit new high potential clients
- Work closely with in-store peers in the management of their top clients
- Create and follow-up on a one-to-one basis the rollout of the yearly engagement plans of each top client (activities, events, trips, etc.)
Profile
Technical Skills
- Project Management
- Budget management
- Strong analytical skills
- Strong command of Microsoft Office, in particular Excel, but also PowerBI, CRM systems, Salesforce.
Soft Skills
- Customer centricity
- Strong business acumen
- Strong people skills
- Able to translate technical information into understandable opportunities
- Flexibility
- Retail stores exposure and/or experience is a plus
