Uk CRM Manager

3 weeks ago


Mayfair, United Kingdom PLACED BY LEON LTD Full time

I have partnered with coveted Fine Jewellery brand that is looking for a CRM Manager.
The role will be based in their beautiful Central London offices 3 days a week and the other 2 days from home.

The focus of this exciting new opportunity is to roll out the CRM strategy and tools developed by the regional and HQ teams throughout the UK boutique network, in order to maximise client loyalty and recruitment, and achieve optimal profitability. You willssupport the UK sales teams in developing their client activities and sales through dedicated CRM plans, adapted to each boutique’s priorities and client profiles.
The UK CRM Manager will monitor all CRM activities and report the UK market’s needs and feedback to the regional CRM team, as a key contact on all CRM-related topics.

**Responsibilities**:

- Develop clienteling action plans with appropriate portfolios for each Sales Associate and opportunity contact lists (celebrations, novelties launches, etc.)
- Develop local CRM actions with all boutiques, in collaboration with regional team, Online Retail, and Marketing and Customer Service Departments (support product launches, pushes, events, boutiques openings, etc.)
- Build guest lists and manage client presentation scheduling for local and international commercial events. Monitor ROI after each event.
- Organise specific / made-to-measure VIP client treatments.
- Follow-up on all boutique CRM tools such as books, catalogues, and client gifts.
- Act as key contact point for Client Relation Centre (CRC) projects and activities for the UK, including support for both phone and online sales.
- Build and follow up UK CRM budget including campaigns, specific programmes, clients tools, client treatments, gifts
- Work hand-in-hand with the Client Service team to ensure treatment for all clients across the board.
- Suggest new initiatives to recruit and develop business throughout the network and foster partnerships with institutions such as banks or personal shoppers.
- Ensure that the UK retail network database is consistently up-to-date by monitoring monthly data capture KPIs and collaborating with the network to implement key learnings and corrective action plans.
- Be the reference point for client data 'golden rules’ using the Sales force Service Cloud platform.
- Train retail teams to improve client database quality following regional guidelines
- On-going education of SAs on the evolution of their client base, the objectives of the various segments and the opportunities for key moments throughout the year.
- Develop client knowledge through database screening.
- Animate monthly client KPIs reporting, liaising with Region CRM team and Boutiques
- Align with regional CRM Data Analyst to develop yearly and ad-hoc strategies and action plans in order to make best use of the data
- Ensure the availability and use of all client experience tools (the art of selling, storytelling, gifting, corresponding tools), coordinating and channelling boutique feedback
- Monitor client satisfaction survey results with all boutiques: follow-up on results with Retail Director and Boutique Managers, monitor clients’ answers with each Boutique Manager, build action plan for improvement in coordination with the UK Training Manager.
- Pro-actively gather feedback and share best practices for client satisfaction improvement.

If this sounds like you and you have precious CRM experience within a luxury retail/lifestyle environment please do not hesitate to apply.


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