Within Maison Moët & Chandon, reporting to International marketing and communication directors of our brands, the International CRM manager will set and monitor marketing strategies that will foster profitable long-term relationships with clients.
He/ she will define the different consumer journeys and the relational strategy of the Maison, and then implement data capture strategies and CRM programs for our Maison, our brands and our Markets.
He/she will promote the benefits of CRM across the Maison and Markets to deliver a mindset change.
Strategic responsibilities :
> Map the Customer Journey analyzing touch points with the brand and maximizing engagement opportunities. Set data capture goals and ensure implementation of the appropriate tools to capture all required information at key points in the customer life cycle to deliver effective CRM.
> Define relational promise of the Maison and deliver CRM strategies across the brands encouraging consumer retention and loyalty.
> Build business cases, develop KPI's and report the performance of CRM propositions. Institute test and learn processes.
> Analyze and report on campaigns effectiveness in terms of traffic, acquisition, conversion, retention and revenue.
> Ensure the database is segmented effectively for targeted marketing activities.
> Building collaborative relationships with all marketing teams to gain a great understanding of customer base through insight, segmentation and data analysis.
Coordination responsibilities :
> Lead internal communication to ensure Maison and Markets stakeholders are well informed regarding priorities and timelines.
> Conduct change management when needed, create and manage relevant supporting documentation.
> Build close relationships with Markets Managers to develop a deep understanding of needs, priorities and help them build CRM plans per market, including Maison DNA content and their commercial content.
> Work with the MH Central Team to analyze and report on campaigns effectiveness and global brand performance on specific global KPIs.
With 5 to 7 years' experience within a similar role in an international Company, you have strong organizational and project management skills, strong strategic skills driven by analytics, solid experience with Customer Relationship Systems and KPI metrics, experience in coordinating many players in an international context, excellent communication skills and ability to work at quick pace in a multicultural environment, ability to multi-task and prioritize
You are, passionate, hands-on CRM Manager and Customer Champion who can effectively conceive global CRM strategies as well as build "GloCal" CRM plans, able to identify new opportunities and proactively address customer concerns, highly organized with great attention to detail, fluent in French and English.
Expertise of Salesforce Clouds (Sales Cloud, Marketing Cloud...) is appreciated.