Job Description

Our client is seeking a CRM & omnichannel manager to join their NYC team on a 6 month contract.

Responsibilities:

• Ensure the maximization of data capture and qualification of our Prospects and Clients across each interaction with our Maison and all channels.
• Contribute to the implementation of our Maison Events on the different data capture matters in collaboration with Marketing and Retail Teams
• Monitor progress against KPIs and Targets, implement corrective actions as needed
• Be the local owner on all Client Engagement capabilities: Clienteling Tool, Client 360° database, Booking Appointments, Reporting tools (Looker), etc.
• Oversee flawless execution of the Global Activation strategy and its different contact activation opportunities working closely with Marketing and HQ teams.
• Ensure a big focus on the 1-to-1 Clienteling opportunities: adoption of our HQ clienteling strategies, toolboxes and reports and implementation by our Sales and Retail Teams.
• Define and implement our Maison Events pre- and post-activation strategies, in close collaboration with Marketing, Commercial and HQ teams.
• Ensure systematic tracking of each single prospect & client interactions
• Define and implement additional local activation opportunities based on regional calendars, seasonal and retail activations together with Marketing teams (
• Provide necessary reports and analysis to regional and HQ teams including Market Strategic Plans, ExCo Market visits, Business Reviews, Retail Seminars
• Work closely with HQ and stay up to date on latest KPIs, definitions, capabilities, pilot projects
• Act as our local Client Satisfaction owner: fuel our channels with latest satisfaction results
• Working closely with our Training Manager and our different channels, identify opportunities to improve Clients’ satisfaction
• Ensure operational excellence to achieve business targets and exceed client expectations by monitoring client experience barometer, store audits, and mystery shopping results
• Be responsible for communicating directives, policies and procedures for all internal and external boutiques
• Be responsible for ensuring that all boutiques are supported to be operationally compliant and efficient
• Keep track and follow up all boutique KPIs, ensuring corrective action plans have been implemented
• Support boutique teams with ad-hoc report and special projects
• Participate in the implementation and maintenance of all digital tools
• Owner of Satisfaction Score for all our boutiques
• Collaborate with HQ and CRC team to implement initiatives to drive our e-commerce business and be the voice of e-commerce team for all needs
• Perform daily operations and monitoring of key e-commerce metrics and processes
• Monitor the brand US and CA websites by performing tests and identifying opportunities
• Identify opportunities for implementation of innovative digital tools
• Be responsible for timely replenishment of e-commerce supplies
• Provide support with maintenance of internal systems

Qualifications:

• 3+ years previous experience in CRM, e-commerce or retail operations in a luxury or specialty retail environment.
• Bachelor or Master Degree in commercial, marketing or digital (or similar)
• Strong Project Management skills, capacity to orchestrate multiple workstreams in parallel and manage or collaborate with internal and external cross-functional groups.
• Customer centric with a strong understanding of customer priorities
• Technically savvy with strong competencies in MS office tools, especially with Excel and PowerPoint
• Strong understanding of CRM database management tools
• Knowledge of an analytic tools such as Looker (GCP), BI or Google Analytics is a plus
• Experience with testing technology and tracking issues

Please submit your resume for consideration.

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