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Reference Code:  11261

CRM & CLIENT EXPERIENCE EXECUTIVE

Riyadh, 01, SA

Permanent
  
  

WHO ARE WE?

A high jewelry Maison who promotes exceptional know-hows in an enchanting creative, poetic and culture background environment!
Our Maison is looking for men and women with multiple talents to contribute to developing and transmitting their expertise with care and no compromise.
By joining us, you will be surrounded by experts with a passion and will contribute to various different project allowing our Maison to regularly reinvent itself.

 

MAIN PURPOSE

The jobholder will be responsible for the CRM & Client Experience strategy implementation in the KSA market, in accordance with the Maison strategic objectives.

 

DUTIES OF THE CLIENT CRM & CLIENT EXPERIENCE EXECUTIVE:

  • Local liaison for CRM & client experiences Regional departments to effectively implement a results driven strategy for KSA and encompass Headquarter guidelines and local specificities.
  • Best in class client experience promoter.

 

CLIENT DEVELOPMENT:

 

DATABASE MANAGEMENT & INSIGHT

  • Master the local tools and database and their evolutions towards the Van Cleef & Arpels global tools
  • Monitor locally client data capture and ensure data capture targets are met
  • Ensure data quality by sharing data-cleaning and de-duplication process guidelines
  • Update and prepare reports and charts (client segmentation, profiling, data capture…) for retail management review
  • Release monthly KPIs and analysis of retail and contact center activities for retail management
  • Ensure high level of security for client data (process, rules, controls, training etc.) to ensure compliance with internal audit guideline and China legal environment
  • Improve client knowledge at the market, boutique and sales associate level
  • Develop and disseminate Market Intelligence, benchmark competitor programs in the luxury goods sector, as well as technical & digital Innovations

 

CRM & CLIENTELLING

  • Be a key user for the CRM tools
  • Perform and coordinate CRM tools training and provide regular updates in boutiques
  • Monitor a consistent Clientelling program, including opportunity guidelines and in-store gifting
    • Fllow up with all seasonal CRM/eCRM campaigns, including proofreading all the campaign content, filter targeting client, plan campaign period, execution and afterwards performance tracking
    • Prpose local campaign and close liaise with boutiques for good implementation.
  • Support KSA Retail Managers & Store Directors in delivering ROI-driven client development actions: e.g. event and strategy planning. International, Regional, Local event calendar sharing, budget proposals.
  • Monthly review and tracking with boutique client contact plan. Define and ensure effective Contact plan implementation according to Client segmentation
  • Follow up with monthly regular client program, including birthday program, new client welcome program, as well as weekly satisfactory calls program.
  • Follow up with seasonal client program, including Ramadan, Eid, Mother’s day, National Day, Valentine’s
  • Monitor results

 

CLIENT EXPERIENCE & TREATMENT:

 

CLIENT EXPERIENCE PROGRAMS

  • Be the key contact of the regional Client Relationship Center (CRC) for KSA
  • Coordinate and implement Regional programs for client experience (satisfactory barometer), collaborating with Training department on action plans follow up
  • Oversee the Client Experience aspects of all Omnichannel projects ensuring integrity of Client development priorities timely and clear communication to boutiques and corporate teams

 

WELCOMING & GIFTING

  • Implement consumables strategies and sourcing for the KSA market (flowers, food & beverages)
  • Gifting program planning and follow up from proposal in line with Maison guidelines, client targeting, distribution and afterwards performance tracking
  • Work closely with local Boutique Managers to its implementation at the Sales Associate level
  • Manage and control the stocks for client centric tools: contact cards, birthday card, season greetings, books, gifts, invite, catalogue etc

 

CLIENT EVENT MANAGEMENT & TREATMENT

  • Prepare, co-ordinate and follow-up on VIP programs (Top clients)
  • Set guidelines for VIP namelist, according to client segmentation and event nature
  • Responsible for VIP hospitality and entertainment arrangement during event period
  • Compile and share regular best practices of competitors
  • Post event reporting and prepare and process Purchase Order and Invoices

 

BUDGETING

  • Monitor the CRM & Client experience budget in respect with forecast and timelines (expense tracking, including CRM gifting, CRM PLV & tools, client event expenses…)
  •  Liaise with all business partners to overall control the budget

 

TEAM WORK & MANAGEMENT

  • Develop and maintain strong and supportive relationships with cross-functional groups (Sales teams, Customer service, Training, Logistic, Regional offices, Line manager…) to enhance achievement of objectives.
  • Spread the Client centric culture in the market by providing constant briefing to the SA
  • Establish strong working relationships with the Regional Headquarter team: communicate regularly to outline performances, market specific needs, opportunities & trends, providing feedbacks as well as gathering worldwide best practices.
  • Consistently evaluate and adapt processes to maximize efficiency

 

REQUIREMENTS FOR THE ROLE:

  • Minimum 5 years of related experience
  • Previous experience in luxury products preferred
  • Background in customer acquisition, re-engagement and retention strategies
  • Experience of direct and digital activation with understanding of retail client experience required
  • Sales and results driven
  • Strong analytical skills with a love to make figures talk
  • Excellent computer skills and proficiency in all Microsoft Office products, with experience in AS400, SAP, various database strongly preferred
  • Excellent interpersonal, communication, organization, follow up and problem-solving skills required
  • Creative agility, Team player and Service minded
  • Ability to travel regionally
  • Proficiency in English & Arabic. French is a plus.

 

DIMENSION:

  • Network of internal Boutiques in Kingdom of Saudi Arabia (KSA market).

 

Position Based in Riyadh, KSA.

 

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