Poste
REPORTING TO CELINE GLOBAL CLIENTELING DIRECTOR, THE GLOBAL CLIENT ENGAGEMENT MANAGER WILL OVERSEE THE CLIENT COMMUNICATION STRATEGY AND ALL CLIENTELING ACTIVATION PROGRAMS - FROM DESIGN TO PERFORMANCE MEASUREMENT. HE / SHE WILL PLAY A KEY ROLE IN THE DEFINITION OF THE OMNICHANNEL ROADMAP.
OVERSEEING THE CELINE CLIENT ACTIVATION, HE / SHE WILL BE STRONGLY INVOLVED IN THE STRATEGIC PLAN OF THE OMNICHANNEL DEPARTMENT AND WILL DRIVE THE DEFINITION / IMPLEMENTATION 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.
HIS / HER MAIN RESPONSIBILITIES WILL INCLUDE:
- BE RESPONSIBLE OF DEFINING (IN CLOSE COLLABORATION WITH THE DIFFERENT REGIONS) THE CLIENTELING KPIS TARGETS (RETENTION, DATA CAPTURE, REPEAT VISIT, ETC.)
- CLIENT COMMUNICATION (ONE-TO-ONE)
- 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
- MONITOR CELINE CLIENTELING OTO ACTIVATION PERFORMANCE AND CHALLENGE / DRIVE REGIONS
- DRIVE THE ROADMAP OF OUR MAIN TOOLS / SYSTEMS EVOLUTION (CAMPAIGN MANAGEMENT / CLIENTELING APP / ETC.)
- 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
- PROPOSE INNOVATIVE IDEAS TO IMPROVE CELINE CLIENTELING MODULE AND FOLLOW THE IMPLEMENTATION
- ENSURE THE TRANSFER OF COMPETENCES BETWEEN CENTRAL TEAMS AND REGIONAL TEAMS IN THE DAY-TO-DAY MANAGEMENT OF THE CLIENTELING APP
- ORGANIZE BEST PRACTICES SHARING BETWEEN REGIONS
- OVERSEE CELINE ONE-TO-MANY COMMUNICATION (NEWSLETTERS, ETC.) AND DEFINE / IMPLEMENT NEW PROGRAMS TO FIT WITH OUR OMNICHANNEL STRATEGY (INTEGRATION WITH E-COMMERCE, CLIENT SERVICES, AFTER SALES, ETC.)
- LEAD AND ANIMATE THE CLIENTELING COMMUNITY IN REGIONS
- WORK CLOSELY WITH CELINE DATA AND PERFORMANCE TEAM: BOTH FOR PERFORMANCE TRACKING, BUSINESS INSIGHT AND IMPLEMENTATION OF ADVANCED PROGRAMS (AI)
- WORK HAND TO HAND WITH THE TRAINING DEPARTMENT TO DEVELOP ALL THE RELEVANT TRAINING MATERIALS ON THE CLIENTELING SKILLS
Profil
- STRONG UNIVERSITY DEGREE
- >10 YEARS 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)
