CLIENT ENGAGEMENT MANAGER (F/H)

  • Société : Celine Europe
  • Lieu : France
  • Secteur d'activités : Mode & Maroquinerie
  • Type de contrat : Emploi à durée indéterminée
  • Métier : Retail / Magasin
  • Expérience requise : Minimum 10 ans
  • Référence : CELI01553
  • Date de publication : 20.06.2019

Poste

 

CONTEXT:

CELINE is looking to reinforce its Clienteling team with a new CLIENT ENGAGEMENT MANAGER who will be in charge of leading the client direct communication plan of CELINE, by defining the guidelines for each activation program and by ensuring a coordinate and efficient implementation of all programs at the global and local level.

Reporting to CELINE Clienteling & Loyalty Director, he/she will play a key role in the definition of CELINE new clienteling strategy and the implementation of CELINE ambitious development plan.

 Key missions:

The CLIENT ENGAGEMENT MANAGER will be in charge of defining CELINE client's activation plan with a particular focus on the direct communication. He / She will oversee the direct one-to-one communication (mostly managed by store teams) and will ensure the alignment with the one-to-many communication (with CELINE newsletters, automatized direct communication, print, etc.)

Overseeing the CELINE Client communication, the Client Engagement Manager will be strongly involved in the strategic plan of the Clienteling Department and will be a key element in the definition of the customer journeys.

With a strong connection with "business teams" (Retail, Retail Excellence, Operations), he/she will have to leverage its strong understanding of the Luxury Fashion Retail industry to propose the relevant action plans.

  • Be responsible of defining (in close collaboration with the different regions) the clienteling KPIs targets (retention, data capture, repeat visit, etc.)
  • One-to-One communication:
    • Define the overall strategy of one-to-one communication and prioritize actions
    • Ensure the perfect integration of all OTO programs in the new CELINE client journeys and propose new initiatives to fit with the global clienteling strategy
    • Be responsible of CELINE clienteling OTO activation performance
    • Oversee the CELINE new Clienteling App
      • Define and set the right programs to be pushed to retail teams (mostly through the clienteling app), including guidelines and development plan (training, etc.)
      • Set targets for each action and challenge the performance of each region
      • Define the Clienteling OTO performance tracking, monitor the performance for all programs and animate the teams and other departments
      • Organize the feedback loop and structure the voice of CELINE internal clients
      • Be responsible of the Clienteling APP development plan and propose innovative ideas to improve the Seamless Clienteling module and follow the implementation (including a continuous benchmarking of the Clienteling Apps on the market)
      • Identify the new development needs in CELINE systems linked to the APP the lead the different projects
      • Ensure the transfer of competences between Central Teams and Regional Teams in the day-to-day management of the clienteling app
    • Build all the communication guidelines to activate our clients through OTO communications: do's and don't's, best practices, templates, rules of engagement
    • Work hand to hand with the Training Department to develop all the relevant training materials on the clienteling skills (engagement during the first visit, data capture, after-sale reactivation technics, client objections management)
    • One-to-Many Communication: ensure a perfect alignment between the OTO communication and the One-to-Many communication and drive the strategy of automations
    • Be a key contributor of the Customer journey mapping, positioning the OTO client communication as a pillar of CELINE client activation strategy
    • Control pressure on clients and make arbitrage if needed
    • Animate the Clienteling Community and share best practices

Profil

  • University Degree (Master's level)
  • 15 years minimum of experience, with a strong background in the fashion industry, client activation and retail
  • Excellent understanding of the Luxury Sector. Experience in store as a must
  • Strong Expertise with CRM tools. Previous Experience with Salesforce being a plus, as well as an experience with a clienteling app
  • Great sensitivity and a true understanding of the new CELINE
  • Good analytical skills
  • Good communication skills
  • Previous experience in management (direct and functional)
  • International experience as a plus
  • Fluent in English (written & spoken)

 

Postuler

Mode & Maroquinerie

Maisons à l’héritage unique et jeunes marques en devenir composent ce pôle d’exception. Chacune de leurs créations se fait objet de désir, toujours empreint d’intemporalité.

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