CRM Specialist

Marketing

New Delhi, IN

Permanent

Reference code

JR134520

Since MONTBLANC revolutionized writing culture in 1906 with the first spill-proof fountain pen, we have been known for outstanding craftsmanship, highest aesthetics, and innovative solutions. And we keep pushing the boundaries. We combine the best of tradition, technology and design in writing instruments, watches, leather goods, new technologies and selected accessories. With our name and in our emblem, we embody this mission: to implement bold ideas with outstanding craftsmanship and create refined products for people with highest expectations. In doing so, we are at the forefront of technology and design, drawing on the passion of more than 3,000 employees and living a culture that - like our products - inspires people to unleash their potential, to thrive and to achieve.

YOUR MISSION

Execute and contribute to the CRM strategy in the assigned scope that aligns with the long-term business objectives of the assigned organizational unit(s).

HOW WILL YOU MAKE AN IMPACT?

CRM

360 strategy with overall departments to preserve and improve the Maison’s retention and recruitment.

Daily/ weekly CRM task coordination with region & boutiques.

Work towards improving data analysis for better visibility and performance of the Maison in the market (client equation, client demographics, frequency of purchases, client behaviors etc).

Work on repurchase rate and predictability strategies.

Have full ownership of CRM KPIs with a clear reporting.

Have full ownership of data quality in the market and data flow making sure local laws are implemented.

Clienteling

Weekly reporting to boutiques on Clienteling KPIs, per Sales Associate.

Regular floor trainings on the latest updates and how to improve client communication.

Monthly clienteling planning on key launches, with an envision and strategical targeting and conversion.

Local request client communication strategy, based on market needs.

Build strong strategy and relationship with the teams to reach 30% of business through appointments and clienteling in each boutique.

Customer Experience

Work on client development pipelines amongst the top tiers through hypersonalized activations – upgrade, reactivate and retain.

Support Marketing and High Artistry team in the clientele selection of events and contribute to the ROI strategy of each client.

Net Promoter Score: monthly reporting on client feedback as well as contribute to brand elevation together with training and retain departments.

Operations

Apply all international Retail guidelines / Retail Policy Manual and actively ensure the implementations in the Boutiques.

The follow-up on operational Boutique activities to optimize the boutique performance

Management of external supplier, partners etc.

Coordination with mall/ hotel management on regular basis.

Uniform & Grooming

Share and Implement guideline in line with international maison guideline and related actions.

Order management

Work with Area Sales team to share and implement guidelines in line with MB HQ and ensure consistency within all boutiques in coordination with Marketing team.

Pre and post briefing with the boutique teams on activations.

Ongoing feedback on activation success

Vendor creation & documentation, invoice processing.

Operations and Administration

Professional Customer Service / After Sales Service execution in boutiques.

Ensures proper execution of central reports.

Provide suppor for general retail activities/projects.

Support Retail Manager in the budget process and update on progress & gaps.

Coordination of new boutiques projects / refurbishments / relocations.

Maintain monthly roster, coordination with compliance team, monthly attendance & leave record maintenance & monitoring.