MISSION STATEMENT
The Marketing Manager leads the promotion of a Clienteling culture and omnichannel mindset within the store. Support Store Director with the achievement of the Marketing, Clienteling & CRM target and KPIs across all categories.
MAIN ROLE & RESPONSIBILITIES
Clienteling
- Support Department Manager with implementation and coordination of elevated clienteling activities
- Support the Client Advisor to plan and execute their clienteling activities
- Monitor and assess the results of the Clienteling activities
- Promote clienteling and omnichannel mindset though best practices in store
- Intensity in Clients outreach (including MY ACTIVITY)
- Support the stores in developing in and out of boutique clienteling animations and events during the year in line with company guidelines, predefined targets of clients and business goals.
- Contribute to a "top level" customer service, in all aspects, in order to meet effectively and in a timely manner any clientele requests
CRM
- Nurture, develop and maintain an excellent clients’ network in local area;
- Explore opportunities to engage and acquire new loyal high level customers;
- Propose initiatives which enhance existing relations with store partners and prestigious clients, promote clients loyalty and clients recruitment;
- Support in the organisation of your Fendi store events (eg. Fashion show, Fur trunk show, Pop-up, Pop-In etc.)
- Ensure Customer data are collected and usable and master CIC cards procedures (including storage and digital archiving)
Business performance and Retail execution
- Monitor the performance of the CRM and omnichannel KPIs, completion rate, data collection accuracy, produce in depth analysis;
- Lead and oversea the usage of Heaven and omni tools and systems to ensure optimisation of CRM tools usage in timely manner,
- Manage accuracy of database and data collection (ensure all relevant information are registered, merge duplicated profile, etc.)
- Train and assist store team in understanding how to use tools efficiently,
- Coaching and monitoring the boutique Client Advisor,
- Guarantee a consistent delivery of the stores on main CRM & Clienteling KPIs
- Guarantee CRM tools stock in store (i.e. CIC cards, CRM cards, catalogue..)
- Collect best practices, ideas and issues and share them with Eu and local marketing team
- Monitor the competitive landscape and trends and propose appropriate responses
You may also be required to carry out any other duties within your capacity, which the Company may reasonably require