Job Family Group Description - Communication & Marketing :
Gathers jobs relating to all areas of communication for every audience and channel. Conveys the image and identity of the brand.
Job Family Description -Marketing :
Proposes and presents our brand products in a creative and innovative way. Reinforces bonds with regular clients, engages new clients and demonstrates internationally how we set fashion trends.
Sub-Job Family Description - CRM :
Understands the tastes and preferences of our clients in order to provide a stellar customer experience. Creates a bond to maintain customer loyalty and brand addiction.
SUMMARY : The candidate is responsible for rolling out Balenciaga client strategy in the market and will implement clienteling tools & programs in store by ensuring training, follow-up and tracking of all actions.
He / she will support the stores by providing client analysis and reports, in order to adapt their client action plan.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following : Other duties may be assigned.
Implement Clienteling programs & tools and coach the teams
train the teams on the programs (prospects, welcome, gift, birthday, special treatment, etc.) & tools (client cards, mailers, clienteling application on phone / Ipad, etc.) defined by HQ
coordinate (listings, orders, reports ) and make sure the execution is in line with Balenciaga standards
track & measure the impact of all programs to ensure a relevant follow-up
Coordinate Client animations (in-store / out-of-store events), in line with HQ guidelines
Before : define calendar of actions, target (listing extraction & client selection by the teams), invitation type (paper / digital) & plan suppliers (catering, flowers, hostess, logistics, etc.)
D-Day : coordination of suppliers, store teams & VM to ensure the animation is in line with Balenciaga image & standards
After : track and follow-up by gathering quantitative and qualitative feedback from store & sending to HQ
Drive business through developing in-store clienteling mindset
define & animate Store Client Expert community by sharing best practices with other regions / stores
make sure sales teams understand client KPIs / segmentation, challenge them with objectives & mystery shopping results
coach Sales Associate to define action plan per client thanks to Clienteling tools (client book, applications, etc.)
provide the stores with morning briefs, specific listings / reports, menu of attentions (lunch, birthday, gift ) to enhance client reactivation
coordinate with HQ for worldwide VIC treatment organisation (ie. invitation to the Fashion Show)
Oversee direct communication and client database & insights
manage client data collection & accuracy : conducts training and provide training material to the teams.
manage invitation for events : text, order, printing, calligraphy / routing & sending to clients.
analyse monthly store dashboards & follow-up client KPIs with stores.
run specific reports / client analysis if needed to set-up actions to support the business.
track all client actions above in the campaign management tool in order to measure the ROI.
check and validate global newsletters & submit local requests to HQ (i.e. store opening / anniversary).
perform continuous data quality activities (deduplication & merging) or issues, in collaboration with HQ / MIS and Kering Group.
At least 7 years’ or above experience in client development, CRM, events or other similar positions in luxury retail / fashion industry.
Able to conceive and drive projects forward.
Business oriented, numerate and confident in managing database / figures, and conducting data analysis.
High understanding of luxury environment & highly client oriented.
Excellent skills in Excel / Power Point is a must and overall strong computer skills.
Strong planning and organization skills, fluency in English is a must.