CRM Executive

Reference Code: 29550

CRM Executive

Our strength lies not in our similarities but in revealing the exceptional diversity of our cultures and colleagues. We leverage the advantage of being a global company with an international workforce. We employ the best experts who we trust to make informed decisions, who dare to implement their ideas and who take ownership of their actions. No matter where you are from, what you believe in, what age you are, who you love, or if you are disabled: In the end, together we always make it happen!

MAIN PURPOSE

• Reporting to the Head of Sales, the CRM Executive is responsible for implementing and optimizing the customer database in all Boutiques and multibrand Pos of the region MEIA.
• He/She is in charge of developing Client retention, loyalty and engagement strategies on all relevant client touch points.

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…)
• Build a Client Insight culture

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
• Elaborate local CRM 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

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…)
• Monitoring client’s satisfaction through Medallia and coordinate the actions to improve the overall rate
• Supervise and coordinate the regional Client Relationship Center (CRC)
• Define and implement the CRC strategy to elevate the client experience and increase the client satisfaction.
• Improve the collaboration between the CRC and Btq teams
• Analyse the CRC performance indicators and highlight areas of improvement

REQUIREMENTS FOR THE ROLE:

• Business degree. At least 2 years’ experience in the retail industry in a similar position
• Strong analytical skills, results driven with a good understanding of different CRM systems
• 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.

Position Based in Dubai, UAE.