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CRM and Clienteling Executive (12 Month Maternity Cover)LVMH Fashion Group
16 days ago
  • LevelJunior
  • ProfessionsCRM Executive, Business Development Manager, Marketer
  • TypeFull Time
  • LocationLondon, United Kingdom

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Description

POSITION
  • Assist in driving the UK CRM & Clienteling strategy, including execution of CRM communications campaigns, operational management of Guerlain’s loyalty programme as well as Retail partner CRM opportunities, for the CRM & Clienteling department to achieve its annual KPIs
  • Create targeted, multi-channel CRM & Clienteling campaigns to increase brand awareness and drive customer acquisition, retention & lifetime value
  • Help to manage & drive the UK Clienteling agenda with a segmented approach, in partnership with the Retail team
JOB RESPONSIBILITIES
CRM & Clienteling Strategy
  • Work closely with the UK CRM & Clienteling Manager & Guerlain International Paris Head Office teams to deliver the UK CRM & Clienteling strategy across all key direct-to-customer communication channels (Direct Mail, Email, SMS, Clienteling app) based on business priorities
  • Support the CRM & Clienteling Manager to build and deliver the UK CRM & Clienteling campaigns calendar, adapting creative assets supplied to the UK market context to meet local market objectives whilst adhering to Central brand guidelines
  • E-newsletters: Work closely with the UK CRM communications agency to build, segment and deploy all Email communications, including both tactical campaigns and automated email lifecycle campaigns, to drive sales on Guerlain.com, and track and report on results weekly as part of E-Commerce reporting with support of CRM Intern
  • Drive new ideas to push forward on CRM KPIs with test-and-learn activations
  • Brief and manage external agencies to deliver print and fulfilment for Direct Mail & bespoke client gifting campaigns
  • Provide regular reporting on all campaigns’ performance
  • Help to operate UK’s Guerlain&You loyalty programme to ensure customers’ engagement and satisfaction with their loyalty rewards
  • Assist with reporting on loyalty programme KPIs to ensure campaigns are adjusted to maximum potential
  • Partner with Marketing & Retail teams to evolve and drive Clienteling efforts forward in-store (Clienteling app communications, services elevation & eventing)
CRM Database Management & Data Acquisition Strategy
  • Support UK’s CRM Database growth objectives by delivering a variety of data capture campaigns throughout the year in-store or online (lead generation campaigns), reporting on performance to optimise future campaigns
  • Work closely with the Training department to ensure CRM data acquisition objectives are integrated into all training opportunities and regularly communicated to the Retail teams
  • Assist CRM & Clienteling Manager with database management tasks as required
Retailer & Partner CRM
  • Support the Sales Team to execute Retailer CRM opportunities including Direct Mail, Solus Emails & In-order sampling activations
  • Support the Retail Team to create bespoke CRM campaigns to drive Guerlain’s flagship doors in the UK
PROFILE
  • Minimum 2 years’ experience in CRM/Similar role in luxury goods in retail industry and / or FMCG
  • Knowledge and understanding of UK luxury retail market and consumer
  • Degree in Marketing / Business Studies or similar
  • Inherent interest & passion for beauty
  • Previous experience using CRM campaign tools desirable (Email creative platforms & Adobe Campaign)
  • Experience of briefing and working with agencies
  • Excellent written and verbal communication, and relationship-building skills
  • Aptitude for analysis and reporting (previous experience of Google Analytics desirable)
  • Results-driven
  • Strong organisational skills, autonomous
  • Keen eye for detail
  • Strong presentation skills
  • Microsoft office (e.g. Excel, Word, Powerpoint)
  • French language a plus but not essential

Skills Required

  • CRM
  • Marketing
  • Campaigns

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