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CRM Manager

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Louis Vuitton

Aug 13, 2024

Applications are closed

  • Job
    Full-time
    Senior Level
  • London

Requirements

  • - You have a previous retail (in store) experience and strong track record in CRM management in a premium/luxury retail brand.
  • - You have strong analytical skills and are comfortable translating figures into hands on actions in a retail environment.
  • - Excel and PowerPoint proficiency.
  • - You are agile, have a strong sense of service and excellence and enjoy working in fast paced international environment with multi-cultural teams.

Responsibilities

  • Job responsibilities
  • Lead on Clienteling KPI’s and develop plans to achieve our targets on regional and store level
  • Collaborate with the stores, helping them achieve their Clienteling KPI’s and define the CRM agenda and routines
  • Develop action plan based on business priorities in collaboration with other departments (Merchandising, Retail, Digital)
  • Define Clienteling priorities for the region and for the stores (in line with EMEA), to further drive productivity and incremental business growth
  • Adapt tools & content according to strategy and priorities
  • Develop our omnichannel potential through CRM
  • Set up the foundation for CRM excellence in Stores
  • Champion the culture of CRM excellence in stores, driving and monitoring the accurate use of data
  • Train and support store teams with their CRM skills, to ensure we grow Clienteling skills and competences within the organization
  • Champion the use of ICON, share best practices and provide training for the wider Clienteling community
  • Animate the CRM tool (ICON) with relevant functionalities and content (lists, templates, etc.)
  • Provide overall CRM support to stores supporting on ad hoc requests (licenses, stores and client attachments, supporting with bugs)
  • Develop client insights and share them with a clear reporting system
  • Build a Clienteling reporting structure (Clienteling magazine, weekly KPI updates, Monthly Clienteling calls etc.)
  • Ensure regular reporting across the business, contribute to building Clienteling understanding through all relevant meetings (business reviews, clienteling reviews, managers meetings etc.)
  • Provide comprehensive analysis of our client database to support CRM and clienteling action plans for the stores
  • Analyze clientele dynamics and identify opportunity for development, in line with the new segmentation and key business priorities
  • Partner with Merchandising Team to provide stores with target client lists for key launches, caravans etc.
  • Develop a client centric mindset in the organisation
  • Lead the learning strategy for Clienteling, develop (together with Learning Team) the training plan & content
  • Develop the Clienteling community in the organization, build the culture of collaboration and sharing to ensure we upskill the teams and build a one team mindset
  • Partner with all key stakeholders (internal departments, EMEA Team) to deliver all activations and campaigns, building the collective intelligence of the organization
  • Champion GDPR compliance for Clienteling

FAQs

What is the primary responsibility of the CRM Manager at Louis Vuitton?

The primary responsibility of the CRM Manager is to develop the client database, enhance client relationships through Clienteling in an omni-channel environment, and lead on Clienteling KPIs to achieve regional and store-level targets.

What qualifications are required for the CRM Manager position?

A previous retail experience in-store and a strong track record in CRM management within a premium or luxury retail brand are required, along with strong analytical skills and proficiency in Excel and PowerPoint.

Will the CRM Manager need to collaborate with other departments?

Yes, the CRM Manager will collaborate with various departments such as Merchandising, Retail, and Digital to develop action plans and drive Clienteling productivity.

What tools will the CRM Manager be expected to use?

The CRM Manager will utilize the CRM tool ICON, ensuring its effective use and animation by providing relevant functionalities and content.

Is there a focus on client training?

Yes, the CRM Manager will be responsible for training and supporting store teams to enhance their CRM skills and promote a culture of CRM excellence within the organization.

How will client insights be reported?

Client insights will be reported through a structured approach, including a Clienteling magazine, weekly KPI updates, and monthly Clienteling calls to facilitate understanding and actions across the business.

Is GDPR compliance a part of the CRM Manager's responsibilities?

Yes, the CRM Manager will champion GDPR compliance for Clienteling within the organization.

What type of work environment is expected for this position?

The CRM Manager will work in a fast-paced international environment with multicultural teams, which requires agility and a sense of service excellence.

Will the CRM Manager participate in developing training content?

Yes, the CRM Manager will partner with the Learning Team to develop the training plan and content for Clienteling initiatives.

What initiatives will the CRM Manager lead to develop a client-centric mindset?

The CRM Manager will lead the learning strategy for Clienteling, foster collaboration within the Clienteling community, and partner with key stakeholders to enhance collective intelligence in the organization.

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Louis Vuitton

Fashion & Arts
Industry
10,001+
Employees
1854
Founded Year

Mission & Purpose

For more than 150 years, men and women at Louis Vuitton have shared the same spirit of excellence and passion, reaffirming their expertise every day, the world over. With us, every career is a journey, filled with excitement and challenge, desire and daring. There is no better way to reveal your potential. Explore, develop, innovate, create... Every journey is unique. Today, Louis Vuitton invites you to discover your own.