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CRM & Clienteling Manager EMEA - Marc Jacobs

CRM & Clienteling Manager EMEA - Marc Jacobs

Marc Jacobs International LLCUnited Kingdom
30+ days ago
Salary
£37,500.00 yearly
Job description

Position

About Marc

Born in New York City in April 1963, Marc Jacobs attended the High School of Art and Design and graduated from Parson’s School of Design. As a design student, Jacobs was the recipient of some of the School’s highest honours including design student of the year.

In 1984, The Marc Jacobs Label was founded along with business partner Robert Duffy and has since become a global brand.

Role Overview :

As a CRM & Clienteling Manager, you will be responsible for creating and executing the Client Engagement strategy across the EMEA market. You will drive the development of bespoke, brand experience with the objective to maximise client engagement, retention, and reactivation, to ensure a seamless client experience and acceleration of business growth.

Reports into the Head of Marketing EMEA.

Key Responsibilities include :

Clienteling / VIP Services

  • Leads day-to-day Clienteling planning, ensuring the highest standards of implementation to achieve performance in line with sales targets
  • Partners with the Store / Concession Managers across EMEA to build weekly targets for client appointment bookings
  • Creates a network of external partners in line with the brand (personal shoppers, concierge, brands, embassies, hotels, art clubs, etc) to cultivate a new network of potential clients for the brand
  • Provides regular analysis and feedback on clienteling performance including building a dashboard to track KPIs and budgets

CRM Management + Digital Support

  • Lead the CRM strategy for EMEA with support from the Head of Marketing and Head of Retail
  • Implement initiatives to enhance customer retention and maximise revenue delivered through CRM channels (email, SMS, affiliates, partner apps)
  • Establishes action plans and strategies to upgrade potentials and regain lost clients in partnership with Senior CRM Director in HQ
  • Devise localised email campaigns in partnership with HQ Creative Services and Digital Team – including briefing assets + copy and reporting on performance vs KPIs

    • Retail Eventing

  • Manages the operations of retail events and activations for clients, including “surprise and delight” experiences to drive commercial results
  • Liaise with Marketing Team to build activation calendar, supporting product launches and new client acquisition
  • Identify key opportunities to unlock revenue streams in stores, driving localised activity for EMEA

    • Retail Team Skills Development

  • Provides hands-on guidance to retail and store teams cascading client strategy and translating it into specific engagement and client outreach actions in / out of the store

    • Educate sales ambassadors on focal products to present to clients, including building toolkits / lookbooks to deliver sales targets

    Profile

    Profile & Experience

  • 5 years Clienteling and luxury retail experience ideally in a CRM or Clienteling Management focused role
  • Exceptional sales skills and proven success in client relationship development
  • Highly connected (clients & partners)
  • Solid understanding of interactive marketing channels and their marketing principals
  • Ability to build relationships quickly and create a team spirit, with a passion for collaboration
  • Entrepreneurial mindset, strategic
  • Ability to work independently, strong organisational & analytical skills with ability to manage your own schedule
  • Excellent communication skills, both written and verbal
  • A creative flair and ability to think of new ideas and creative projects
  • Solid Excel and PowerPoint knowledge

    • Languages : Fluent in English and other languages are advantageous

    Location : London