CRM Specialist

Montblanc; Delhi; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Montblanc is seeking a CRM and Clienteling lead to drive our CRM strategy across assigned boutiques and regions. You will work to improve client data quality, run analysis on client behavior and demographics, and develop repurchase and retention programs.

Weekly clienteling reports and training support will be part of the role. You will collaborate with Marketing and High Artistry to elevate client experiences, ensure compliance with global guidelines, and coordinate operations with boutique

Qualifications

• Experience executing and contributing to CRM strategies.
• Strong data analysis for client demographics and purchase frequency.
• Experience in clienteling and client communications training.
• Ability to collaborate with Marketing and High Artistry teams on ROI strategies.
• Ensure data quality and compliant data flows across markets.

Responsibilities

• Execute and coordinate CRM initiatives across regions and boutiques.
• Provide weekly/monthly clienteling reporting and trainings.
• Support client development pipelines through hypersonalized activations and initiatives.
• Ensure adherence to international Retail guidelines and policies in boutiques.
• Maintain operations with external partners and vendor coordination.
• Assist with budget processes and progress reporting.

Skills

CRM strategy

Data analysis

Clienteling

Customer experience

Operations coordination

Budget support

Job description

Your Mission

Execute and contribute to the CRM strategy in the assigned scope that aligns with the long-term business objectives of the assigned organizational unit(s).

Your Mission

Execute and contribute to the CRM strategy in the assigned scope that aligns with the long-term business objectives of the assigned organizational unit(s).

HOW WILL YOU MAKE AN IMPACT?

Crm

• 360 strategy with overall departments to preserve and improve the Maison’s retention and recruitment.
• Daily/ weekly CRM task coordination with region & boutiques.
• Work towards improving data analysis for better visibility and performance of the Maison in the market (client equation, client demographics, frequency of purchases, client behaviors etc).
• Work on repurchase rate and predictability strategies.
• Have full ownership of CRM KPIs with a clear reporting.
• Have full ownership of data quality in the market and data flow making sure local laws are implemented.

Clienteling

• Weekly reporting to boutiques on Clienteling KPIs, per Sales Associate.
• Regular floor trainings on the latest updates and how to improve client communication.
• Monthly clienteling planning on key launches, with an envision and strategical targeting and conversion.
• Local request client communication strategy, based on market needs.
• Build strong strategy and relationship with the teams to reach 30% of business through appointments and clienteling in each boutique.

Customer Experience

• Work on client development pipelines amongst the top tiers through hypersonalized activations – upgrade, reactivate and retain.
• Support Marketing and High Artistry team in the clientele selection of events and contribute to the ROI strategy of each client.
• Net Promoter Score: monthly reporting on client feedback as well as contribute to brand elevation together with training and retain departments.

Operations

• Apply all international Retail guidelines / Retail Policy Manual and actively ensure the implementations in the Boutiques.
• The follow-up on operational Boutique activities to optimize the boutique performance
• Management of external supplier, partners etc.
• Coordination with mall/ hotel management on regular basis.

Uniform & Grooming

• Share and Implement guideline in line with international maison guideline and related actions.

Order management

• Work with Area Sales team to share and implement guidelines in line with MB HQ and ensure consistency within all boutiques in coordination with Marketing team.
• Pre and post briefing with the boutique teams on activations.
• Ongoing feedback on activation success
• Vendor creation & documentation, invoice processing.

Operations and Administration

• Professional Customer Service / After Sales Service execution in boutiques.
• Ensures proper execution of central reports.
• Provide suppor for general retail activities/projects.
• Support Retail Manager in the budget process and update on progress & gaps.
• Coordination of new boutiques projects / refurbishments / relocations.
• Maintain monthly roster, coordination with compliance team, monthly attendance & leave record maintenance & monitoring.