Client Relationship Management Manager

Position

Roles & Responsibilities:

RIMOWA has a unique opportunity for a CRM Manager to join the Crew and reinforce brand desirability by driving clienteling strategy in North America. The RIMOWA CRM Manager will report directly to our Ecommerce Director and is responsible for management and development of client engagement initiatives to support ecommerce and brick & mortar sales objectives.

Client Engagement:

• Drive local sales, continue to reinforce brand positioning and desirability, deliver outstanding luxury brand client experience through events & experience
• Lead the VIC gifting operations for North America in an omnichannel perspective.
• Map & define specific animation formats for specific clienteles
• Prepare clienteling budget forecast, ensure proper follow up of expenses & respect of budget
• Assist in conducting testing focused on audience / customer segments to identify best practices within each customer segment.
• Plan, propose, and align with HQ on all client communications that are relevant to local markets, including emailing, mailing, in-store collaterals and one to one communication.
• With leadership from the Ecommerce Director identify customer-focused journeys in order to increase loyalty, improve customer retention & reactivation, and drive sales growth.
• Work closely with Marketing and headquarter (HQ) events team to implement and organize events and in-store actions within guidelines and defined budget
• Monitor the in-store budget usage, support retail with personalized client actions, giftings and provide 'experience money cannot buy’ offerings to top clients through partner networks
• Build & animate clienteling calendar with retail, store managers and merch teams
• Follow-up on event ROI, evaluate effectiveness of each event and send post event evaluations to all relevant parties, including HQ, in a timely manner.
• Understand store specific clienteling needs and challenges, be able to tailor tools/animations support accordingly, deliver in store clienteling activities calendar

Clienteling Performance

• Prepare clienteling budget forecast, ensure proper follow up of expenses & respect of budget
• Drive performance and increase the contribution of clienteling revenue of the region by analyzing client segments, deep-diving into reporting, consolidating feedback, and drawing action plans
• Track & Drive key KPIs: outreaches, NPS, retention rate, top clients, etc.
• Ensure accuracy of client database, support stores in data analysis to sustain clienteling strategy
• Be a force of proposal to drive E-Clienteling activities and targets

Profile

• Strong PC skills in various MS Office applications, proficient in Excel, Powerbi is a plus
• Degree holder with at least 6-8 years of experience in CRM, preferably in luxury market.
• Outgoing and friendly, assertive, positive service attitude & teamwork and action oriented
• Customer focus, strategic thinking, excellent people skill, business acumen, analytical ability, problem solving, planning and organizing skill.
• Strong planning, organization, and time-management skills
• Data-driven candidate with proven analytical skills
• Excellent communication and presentation skills, with excellent fluency in spoken and written English.

Additional information

Additional Responsibilities:

Client Insights

• Manage launch and implementation of new client engagement tools and Clienteling programs in partnership with HQ
• Partner with the E commerce team on reporting and analytics; assist the team in analyzing customer behaviors and trends to identify key drivers of engagement.
• Analyze, and present, findings on customer behavior and trends to advise key business stakeholders on new opportunities to retail, acquire new and re-activate lapsed customers
• Identify initiatives from customer data to help improve customer KPIs (i.e., employee incentive programs, marketing initiatives etc.)
• Work closely with sister LVMH brands to build client prospects and VIC network

Miscellanous:

• Manage briefing & development of Clienteling Lookbooks (seasonal/key product focus) or any other retail needs which are used for clienteling purposes
• Explore new partners on local client recruitment
• Conduct client engagement training sessions for retail teams as required. Work closely with regional managers to reinforce a “Client first” mindset
• Support retail and CSC teams to achieve all client engagement KPI’s. Develop strategies to improve performance
• Support development and implementation of the Clienteling Tool Kit in partnership with HQ
• Reinforce collaboration with department stores clienteling teams to ensure the continual recruitment of high potential customers.
• Contract type: Permanent Job