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CRM Manager

2 weeks ago

กรงเทพมหานคร, Thailand Prada Full time

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. Our Iconic Brands include PRADA, Miu Miu, Church’s, Car Shoe and Pasticceria Marchesi and we are currently operating in more than 45 Countries, embracing employees of more than 100 nationalities.- Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.**JOB PURPOSE**
- Develop and implement CRM programs to drive customer acquisition and retention, engagement and loyalty, and customer insights - reinforcing a customer-centric culture across different areas of the business ensuring the correct localization and execution of the global CRM strategy at the country level. Collaborate with cross-functional teams is important to ensure the CRM culture is integrated.**RESPONSIBILITIES**
- Champion and build a client-centric mindset with the retail teams
- Identify actionable insights from customer data and develop recommendations to continually improve CRM strategies and tactics
- Prepare monthly KPI reports to store and management, monitor the KPIs to ensure they are on track and with their target
- Provide support to the store team to enhance the client development KPI
- Coach store key appointment holders on interpreting and implementing recommended actions on CRM findings.
- Implement all-in-one list to support stores/sales associate and simplify store operations
- Measure effectiveness on clienteling activities and in store events
- Investigate business opportunities and client purchasing behavior, e.g. client repurchase behavior etc. and propose actions based on the findings.
- Monitor and alert the market changes and competitive benchmarking and propose corresponding strategic actions
- Propose potential clients for clienteling action/ event, e.g. potential VICs, potential exotic clients and potential new clients etc.
- Constantly review CRM system/digital tool needs with user feedback, and work with CRM in regional/HQ on system/digital tool enhancement projects
- Provide regular reports to countries and related parties on client insight and analysis based on data segmentation and analysis from client insight, do KPI setting to drive CRM initiatives to either acquire or retain customers
- In charge of CRM Projects - Develop and execute Client experiences and Loyalty i.e. gifting.
- Bi-weekly meeting with the stores for VIC follow up, guidelines and implementation, such as, Christmas, Birthday, and Special occasion gifts
- Ensure all materials, data usage, and action plans are in compliance with local laws, regulations, and company policies
- Support the build-up of CRM knowledge and skills among store team
- Deliver CRM training and follow up the implementation of CRM tools
- Budgeting and cost oversight for each brand’s loyalty budget including gifting, experiences and festivity moments including the measurement and tracking of ROI
- Local point of reference on the Net Promoter System (e.g. Customer survey) and Mystery Shopper Scoring
- Ensure all materials, data usage, and action plans are in compliance with local laws and regulations.

**KNOWLEDGE AND SKILLS**
- Leadership and ability to motivate and influence people- Strong customer service mindset- Coaching and people development skills- Proficiency in dealing with data-set, KPIs, and digital tools- Passion for fashion, arts, and architectural trends- Fluent English conversation expected