ppb¿Are you looking for a new challenge in your proffesional career? /b /ppOur ambition is to become one of the most client-centric luxury brands, where every customer interaction—before, during and after purchase—creates long-term value. /ppWe are looking for a strategic and operational leader who will own the entire Client Development ecosystem, connecting Retail, Ecommerce, CRM, Data and Clienteling into one unified customer experience. The role combines luxury retail sensitivity with analytical thinking and operational excellence. /ppThis is not a traditional CRM position. It is the owner of the Customer Engine. /ppbMain Responsibilities /b /pp1. Clienteling Strategy /ppDesign and implement the global Clienteling strategy across all channels and markets. /ppResponsibilities include: /pulliDefine the global Clienteling model. /liliEstablish customer outreach standards and client journeys. /liliDevelop appointment selling and follow-up processes. /liliBuild client lifecycle management. /liliDefine Clienteling KPIs. /liliDevelop playbooks and best practices for stores. /li /ulp2. CRM Marketing Automation /ppOwn the CRM ecosystem and customer lifecycle communications. /ppIncluding: /pulliEmail Marketing. /liliSMS. /liliWhatsApp. /liliPush Notifications. /liliAutomated journeys. /liliLifecycle campaigns. /li /ulpResponsible for maximising customer engagement and Customer Lifetime Value through personalised communications and marketing automation. /ppDevelop a data-driven customer culture. /ppIncluding: /pulliRFM. /liliCohort analysis. /liliLTV. /liliARPU. /liliPurchase frequency. /liliRetention.
/li /ulpTransform customer insights into commercial actions and monitor key customer performance indicators. /pp4. Retail CRM /ppBuild the bridge between stores and CRM. /ppIncluding: /pulliStore client books. /liliReactivation plans. /liliLocal client initiatives. /liliWishlists. /liliBespoke order follow-up. /li /ulpEnsure consistent Clienteling practices across the retail network. /pp5. Customer Journey /ppOwn and continuously improve the customer experience across: /pulliRetail. /liliEcommerce. /liliCustomer Service. /li /ulpIdentify friction points and implement initiatives that improve customer satisfaction and retention. /pp6. Loyalty /ppDesign and develop the company's Customer Loyalty Programme. /ppIncluding: /pulliExperiences. /liliExclusive access. /li /ulpEnsure the programme strengthens customer engagement and long-term loyalty. /pp7. Customer Engine Governance /ppDefine and monitor the key KPIs of the Customer Engine. /ppExamples: /pulliCustomer Lifetime Value. /liliRepeat Purchase Rate. /liliActive Database. /liliCustomer Acquisition. /liliDatabase Growth. /liliRevenue from CRM. /liliRevenue from Clienteling. /liliStore Clienteling Performance. /liliAverage Order Value. /liliPurchase Frequency. /liliClient Retention. /liliReactivation Rate. /liliNPS.
/li /ulpProvide reporting and actionable insights to support business decisions. /ppbLeadership /b /ppLead and develop a multidisciplinary Customer team. /ppPotential future structure: /pulliCRM Manager. /liliClienteling Manager. /liliCustomer Insights. /liliLoyalty. /liliCustomer Experience. /li /ulpPromote collaboration across Retail, Ecommerce, Marketing, Customer Service and other business areas. /ppbExperience /b /pp8–12 years of experience in: /pulliLuxury Retail. /liliCustomer Development. /liliCRM. /liliClienteling. /li /ulpExperience leading international customer programmes and cross-functional teams is highly valued. /ppbTechnical Skills /b /ppStrong knowledge of: /pulliCRM Platforms. /liliMarketing Automation. /liliCustomer Analytics. /liliPower BI / Tableau. /liliJourney Design. /liliClienteling methodologies. /liliRetail KPI management. /li /ulpExperience with Salesforce, Adobe, Bloomreach, Connectif, Microsoft Dynamics or similar platforms is a plus. /ppbSoft Skills /b /pulliStrategic thinker. /liliStrong execution capability. /liliAnalytical mindset. /liliCross-functional leadership. /liliHigh attention to detail. /liliLuxury mindset. /liliCustomer obsession. /li /ulpbSuccess after 12 months /b /ppThe successful candidate will have: /pulliImplemented the general Clienteling framework. /liliIncreased database quality and active customers. /liliImproved repeat purchase rate. /liliDefined global customer KPIs. /liliConnected Retail and Ecommerce through a unified CRM vision. /liliBuilt the foundations of the company's Customer Engine. /li /ul /p #J-18808-Ljbffr