BOUCHERON - CRM & Clienteling Manager ME
Kering
Created by Frédéric Boucheron in 1858, Maison Boucheron has evolved through four generations of direct descendants. A visionary designer and the very first of the great contemporary jewelers to open a boutique on Place Vendôme, Boucheron still embodies absolute excellence in Jewelry, High Jewelry and Watchmaking today. The Boucheron style, free and daring, never ceases to invent the classics of tomorrow.
Reporting to the Retail Director, your mission as CRM & Clientelling Manager is rooted in supporting all directly operated boutiques to grow & elevate the database as well as enhance client journey & experiences through database analysis, effective clientelling strategies and collaborating with store directors and teams to support the overall vision and business objectives of the Maison.
KEY RESPONSIBILITIES:Client Data Analytics
Analyze CRM database drawing insights on segmentation, clients’ behaviors, purchasing patterns & lifecycle stages
Monitor campaign implementation & ROI
Provide reports with thorough insights, highlighting opportunities for incremental revenue & enhanced client experiences
Ensure data cleanliness and strict adherence to implementation of data privacy laws
Develop & lead CRM strategies/initiatives to support proactive client outreach, enhance appointment culture & personalized client experience in boutiques
Ensure alignment with Global Maison strategy
Actively collaborate with Boutique Directors to design tactical plans supporting local market needs
Design relevant end-to-end campaigns with clear target audience and KPIs for performance tracking
Work closely with Boutique Directors to ensure all CRM campaigns/plans boost client acquisition, engagement & retention
Communicate a clear calendar of all CRM touch points: newsletters, VIC treatment plans, gifting management
Support Boutique Directors on ensuring qualitative execution of all campaigns ensuring all KPIs are achieved
Train retail teams on the use of MY CAT and all CRM related KPIs
Provide insightful reports on campaign performance
Support Boutique Directors on identifying & managing VICs
Create personalized plans for developing these clients & support retail teams in evolving to a “tailored client outreach” mindset
Collaborate with both Boutique Directors and Marcom Team on planning VIC engagement calendar: Local & International events, experiences & treatments
Identify potential partners that can support the recruitment of UHNWI
5 years of experience working in luxury retail & CRM, ideally luxury jewelry & timepieces.
Proficiency in utilizing CRM & analytical tools
Excellent analytical & organizational skills
Strong business acumen, client-centricity & involvement in retail environment
Solid ability to utilize data into Retail relevant plans & opportunities
Fluent proficiency in English is mandatory, Arabic language is a plus.
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