Loading...
 
.
Reference Code:  46181

CRM EXECUTIVE - MEIA

DUBAI, DU, AE

Permanent
  
  

Since 1874, Piaget has been committed to bringing the spirit of Luxury to life thanks to a constant quest for creativity, an unlimited innovation and a respect for excellence. All this being possible thanks to a fully integrated Manufacture mastering watchmaking and high jewelry know-how.
Piaget excels in everything that is rare, precious and exceptional.
Always do better than necessary: the Piaget founder’s motto still remains the guiding principle for all our colleagues across the world who, every day, make Piaget grow with passion.

MAIN PURPOSE

  • Reporting to the CRM and Ecom Manger, the CRM Executive is responsible for implementing and optimizing the customer database in all Boutiques and multibrand Pos of the region MEIA.
  • plays a critical role in executing and monitoring clienteling programs, in-boutique activations and ultimately, in developing Client retention, loyalty and engagement strategies on all relevant client touch points.
  • He/She also supports the CRM Manager in delivering reporting and analysis to Retail, Marketing and Communication team

 

  1. CLIENT DATABASE MANAGEMENT
  • Ensure the implementation and optimization of the customer database
  • Support the implementation and roll-out of CRM Clienteling tools (Sales Force, Booster 2.0) in the region in close collaboration with the Retail department and international Headquarters
  • Implement the processes to ensure the quality and accuracy of the data collection
  • Develop strategy to increase the data capture in all the markets
  • Set clear objectives and monitor the results by Btq/Pos
  • Develop reporting tools with the main insights (data capture, segmentation, data-base growth…)
  • Perform extractions and analysis of client data for multiple purposes: client profiling, campaign targeting, events invitation, product analysis
  • Produce ROI reporting on events, online and offline CRM campaigns

 

  1. CRM & CLIENTELING PROGRAMS
  • Define and monitor Clienteling strategies adapted to each Btq/market
  • Design and implement the touch points of the Client journey depending on his profile/segment
  • Help CRM manager to define and develop action plans with the clear objective of developing Client acquisition, loyalty and engagement
  • Identify relevant opportunities in line with brand’s identity to increase the data-base
  • Monitor and measure the ROI of every action/activation
  • Benchmark competitor initiatives and share best practices
  • Support in-store activations by targeting the right audience
  • Train the retail teams to ensure the right implementation and usage of the CRM tools
  • Liaise with local and international teams and local creative agencies to develop seasonal tools
  • Regularly update guidelines for boutique teams; gifting, messaging, supplier list

 

  1. CLIENT CARE TOOLS
  • Define and implement the gifting guidelines across the network
  • Manage the inventory of client tools (contact cards, greeting cards, books, gifts, invitations, catalogue…):
    • Consolidate requirements for the region and complete orders with HQ/local suppliers as necessary
    • Place orders for CRM gifts and manage all related logistics
    • Monitor and replenish stock levels of all boutique inventory; books, CRM gifts, customer cards, greeting car
  • Support the CRM Manager in coordinating the regional Client Relationship Center (CRC)
  • Improve the collaboration between the CRC and Btq teams
  • Analyse the CRC performance indicators and highlight areas of improvement

 

  1. E-Business and e-CRM
  • Support the E-business implementation and the Global e-CRM strategy across all markets in the region
  • Create yearly, quarterly and monthly HTML newsletter deployment calendar
  • Coordinate the newsletters with HQ and arrange translation of HTML (to Arabic) with local agencies

 

  1. Project Management:
  • Participate to group wide project (training, testing, debrief, etc…) in the implementation of a new system
  • Be the ambassador of our market and Maison in this project, defending our needs to external stakeholders
  • Implement, train and roll out the new project throughout the company, helping all teams to embrace it.

 

REQUIREMENTS FOR THE ROLE:

  • 5-6 years experience in the retail industry in a similar position
  • Strong analytical skills, results driven with a good understanding of different CRM systems
  • Highly proficient in Excel
  • Clear understanding of retail/wholesale client experience journey
  • Likes challenges, solving problems: growth mindset
  • Proven effective team player with acute self-awareness
  • Highly stress-resistant personality that easily navigates in an international environment.
  • Proficiency in English. Arabic not mandatory but preferred. 
  • Preferable experience in Sales Force (usage of different clouds)

 

DIMENSION:

  • Network in the Middle East & India region with specific focus on key markets.