IndirizzoDescrizione del lavoro:
Founded in 1913 in Italy, the (COMPANY NAME) Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the (COMPANY NAME), Miu Miu, Church's and Car Shoe brands, and has employees of over 100 nationalities.
The acquisition of Pasticceria Marchesi 1824 has marked the Group's entry into the food sector, applying the same high quality criteria. Very proactive also in the art field, the (COMPANY NAME) Group strengthens its presence through contemporary art projects in constant evolution.
Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
JOB PURPOSE
The Miu Miu In-Store CRM & Client Development Manager is responsible for developing and reinforcing a client-centric culture within the store, ensuring the correct execution of the global CRM strategy.
S/he provides the store staff with the necessary information to consolidate the Clienteling roadmap and supports managers in implementing specific CRM projects for the Miu Miu store.
S/he is the ambassador of the Brand and makes a key contribution to the development of the client portfolio in the store, recruiting new customers and strengthening the relation with the existing, particularly the VICs.
Miu Miu CRM In-store & Client Development Manager contributes to the store results by:
* Implementing a Clienteling Mindset, thereby increasing the Clienteling KPIs performance
* Elevating the quality of the Customer Experience
* Building Client Loyalty and sustaining long-term relationship
* Supporting the proper management of the store Client Portfolio
* Contributing to the total sales performance of the store
The position is completely store-based and will have shifts that may require attendance on weekends.
RESPONSIBILITIES
* Supervise all the clienteling activities of the store staff, defining a specific development plan for each Client Advisor
* Perform weekly and monthly customer and KPIs analysis to monitor the store CRM performance
* Assist the Store Manager in designing the CRM action plan, taking into account the business needs and the event calendar
* Review and analyze Client Advisor performance on Clienteling and Retail KPIs, providing the Store Manager with individual development plan
* Design and implement action plans focusing on data collection, local clients retention and brand loyalty
* Contribute from a CRM and Clienteling perspective with other departments to the development and implementation of in-store new product launches, new events, client experiences, etc.
* Ensure that the store staff is well trained in the use of all the Clienteling tools
* Oversee and manage local training materials and training sessions on specific CRM topics including clienteling strategy, CRM best practices (eg. data capture and customer contactability) and commercial initiatives
* Support the Sales Staff in the proper management of the VIC Clients, working in the growth of the number and potential of this cluster
* Collaborate with PR Department in the management of celebrities and influences
* Collaborate with the Local Retail team to improve the store performance
* Ensures a good knowledge of the market and consumer trends to improve the fashion sense of the store staff
* Ensure the growth of the store's customer community, including through participation in events outside the shop.
KNOWLEDGE AND SKILLS
Proven track record of sales performance and significant growth through personal clienteling efforts
Expertise in changing store team behaviors around clienteling through training, competitive insights, client discovery and private appointments
Familiarity with competitors and passion for consumer trends
Knowledge of Excel and drawing conclusions and recommendations from reports
Good knowledge of the market and consumer trends
Fluent spoken English expected
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