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Reference Code:  26585

International Clienteling and Retail Operation Manager (m/f/d)

Hamburg, HH, DE

Permanent
  
  

MONTBLANC is a manufacturer of exclusive products including watches, jewellery, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. MONTBLANC is present all around the world with more than 25 subsidiaries and 600 boutiques.

<span style="font-family:"Montblanc Type Light"">The International Retail Operations team proactively shapes our Retail business, while ensuring a client-centric mindset across our 27 retail markets. This team enables our omnichannel and digital transformation, retail store operating model and operational efficiency. Therefore, this role will effectively implement processes/policies/tools and initiatives through relevant retail boutiques.

 

<span style="font-family:"Montblanc Type Light"">How you will leave your mark?

 

<span style="font-family:"Montblanc Type Light"">In this role will oversee the direct 1 to 1 communication and will ensure the alignment with the 1 to many communication (marketing automation via Salesforce and brand communication):

 

<span style="font-family:"Montblanc Type Light"">Clienteling:

 

  • <span style="font-family:"Montblanc Type Light"">Lead the development of Clienteling (app) and manage the roll-out of clienteling (app) at retail markets
  • <span style="font-family:"Montblanc Type Light"">Define and set the right programs for various client group to be pushed to boutique teams (mostly through the clienteling app), including guidelines and development plan (training, etc.)
  • <span style="font-family:"Montblanc Type Light"">Set targets for each tasks (on clienteling app) for sales associates and challenge the performance of each market
  • <span style="font-family:"Montblanc Type Light"">Lead the development of Clienteling Content and define the customer journey
  • <span style="font-family:"Montblanc Type Light"">Create reportings and analysis to support the retail clienteling objectives and analyze trends, understand purchasing patterns for the selected market
  • <span style="font-family:"Montblanc Type Light"">Work with the Training Department to develop all the relevant training materials on the clienteling skills (engagement during the first visit, data capture, after-sale reactivation technics, client objections management etc.)
  • <span style="font-family:"Montblanc Type Light"">Be responsible of defining (in close collaboration with the different regions) the clienteling KPIs targets (client retention, data capture & fulfillment, etc.)

 

<span style="font-family:"Montblanc Type Light"">Retail Operation:

  • <span style="font-family:"Montblanc Type Light"">Live a client-centric mindset, to drive retail operational excellency across all markets
  • <span style="font-family:"Montblanc Type Light"">Support the development and maintenance of all retail operational process and policy in line with compliance and finance/audit and communicate with retail team in the markets and all related department
  • <span style="font-family:"Montblanc Type Light"">Support development and drive digitalization, operational efficiency and implementation of retail tools with IT department
  • <span style="font-family:"Montblanc Type Light"">Support the development and ordering process of Montblanc Uniform as well as contribute to the development of key market retail strategies

 

<span style="font-family:"Montblanc Type Light"">Retail Performance:

  • <span style="font-family:"Montblanc Type Light"">Develop relevant performance monitoring tools
  • <span style="font-family:"Montblanc Type Light"">Develop specific initiative, promotion & activation to promote Sales Excellence and  continuous performance improvement, so that specific retail KPIs are met

 

<span style="font-family:"Montblanc Type Light"">How will you experience success with us?

  • <span style="font-family:"Montblanc Type Light"">Strong Expertise with clienteling app and CRM tools. Previous Experience with Salesforce being a plus
  • <span style="font-family:"Montblanc Type Light"">3+ years retail management / retail operations /project management experience in a retail environment (Retail– store, district and regional leadership of retail and franchise stores advantageous)
  • <span style="font-family:"Montblanc Type Light"">University degree in business, ideally with marketing and sales focus
  • <span style="font-family:"Montblanc Type Light"">Strong analytical skills and critical thinking
  • <span style="font-family:"Montblanc Type Light"">Strong in organization, flexible and agile
  • <span style="font-family:"Montblanc Type Light"">Strong interpersonal skills (communication, influencing, stakeholder management)
  • <span style="font-family:"Montblanc Type Light"">Advanced user of MS Office suite of products
  • <span style="font-family:"Montblanc Type Light"">Fluent in English
  • <span style="font-family:"Montblanc Type Light"">Additional languages is a plus

 

<span style="font-family:"Montblanc Type Light"">We are looking forward to your application!