Back to jobsDevelop and implement the regional CRM & Events/Experience strategy, ensuring the localization and execution of the Global CRM vision across all group brands within the territory.
Design, develop and monitor customer engagement and client recruitment initiatives through clienteling, client outreach activities, retail events and tailored experiences aimed at acquiring new clients while strengthening loyalty, retention and repeat business across different customer segments.
Develop CRM insights and customer intelligence to support commercial initiatives, client activation strategies and personalized engagement actions across the client base.
Manage budgeting and cost control related to loyalty initiatives, gifting programs, client experiences, festive activations and retail events, ensuring ROI measurement and performance tracking.
Develop and execute strategic event plans supporting brand initiatives, retail openings, in-store events, MTO activities and high-end client experiences, ensuring consistency with brand image and commercial objectives.
Collaborate cross-functionally with Retail, Marketing, Merchandising and Communications teams to support product launches, client activations, events and omnichannel engagement initiatives from a CRM and clienteling perspective.
Oversee and manage local CRM training programs across the territory, promoting best practices in clienteling, data capture, customer contactability and customer engagement execution.
Act as the local point of reference for CRM reporting, dashboards, customer analytics and performance monitoring related to client engagement initiatives and retail experiences.
Supervise the adoption and optimization of clienteling digital tools, ensuring consistency in usage and alignment with business objectives.
Act as the local point of reference for the NetPromoter System (NPS) and customer feedback initiatives, translating insights into actionable improvement plans for the client experience.
Lead the conception, planning and execution of retail and client events, coordinating all involved company functions and external partners while ensuring alignment with creative briefs, brand standards and business priorities.
