Description:
Mode Search is exclusively partnered with a Global Luxury Brand in their search for a Customer Relationship Management (CRM) Specialist.
Currently performing extremely well in the market this brand can offer excellent growth and progression opportunities.
Operating full-time at their headquarters in London, with occasional working from home, the successful candidate will report to the Regional CRM Manager.
The Role
- Develop the CRM strategy aligning with global CRM objectives and business goals.
- Manage the creation and delivery of the CRM budget.
- Develop and implement CRM Clienteling initiatives to support the needs of the business including defining client targets, tools, and resources needed to drive client interactions and engagements, store appointments, revenues and long-term customer loyalty
- Responsible for the delivery of sales, traffic, acquisition, retention, and subscriber goals via CRM, email, and SMS channels.
- Manage a team of Email & CRM coordinators to execute CRM initiatives as well as business-as-usual customer communication.
- Drive continuous optimization across fashion newsletters and triggered CRM programs to deliver profitable growth through improved engagement, retention, and customer lifetime value.
- Lead CRM analysis and the development of new dashboards to present key insights.
- Collaborate with the customer intelligence team, utilizing relevant insights to develop and drive a personalized communication strategy.
- Spearheaded continuous improvement through the delivery of an always-on test plan in collaboration with relevant departments.
- Collaborate with cross-functional teams including PR & Marketing, Ecom, and Store Sales to ensure alignment and consistency in customer communications.
- Relationship management with partners/agencies including contract negotiation
Requirements
- Previous CRM experience working within the Luxury Retail/Hospitality industry.
- Strategic thinking, highly analytical, able to interpret data into short and long-term actions.
- Fashion awareness, keeping up to date with CRM trends, technologies, and best practices.
- Ability to adapt to a fast-paced and dynamic environment.
- Proven planning, organizing and decision-making abilities
- Ability to take own initiative