CRM Manager

Role & Responsibilities:

The CRM Manager is responsible for developing and implementing strategies to manage customer relationships, putting customers first in each and every activity planned, embracing Brunello Cucinelli’s vision. Actions include, but are not limited to, analyzing customer data, liaising with the corporate and store teams to understand clients’ behaviors, and leading the clienteling and customer delights programs with the objective on reinforcing customer retention and loyalty, while aligning with overall business goals.

What You’ll Do:

• Play a pivotal role in spreading the company’s CRM & Clienteling culture across our doors
• Lead on setting up an effective Clienteling mindset and GDPR-compliant customer data management, across internal partners and store teams
• Monitor CRM KPIs and report on a regular basis, sharing insights and measures to achieve goals
• Supervise data quality indicators, address training and education needs with relevant local and central teams, feed key stakeholders with best practices to drive excellence
• Lead adoption of clients strategic action plans established in line with the department vision and company goals
• Manage the success of Clienteling app across all monobrand stores, monitoring local performance and usage, supervising onboarding, training, and coaching needs
• Partner with CRM Manager and CRM Director on building recurring reporting and ad hoc analysis to understand performance at regional and at store level around CRM and clienteling practice, sharing and leading reviews with the key stakeholders, for the business
• Support on customer delight initiatives, experiences and events, by working closely with CRM
• Director, Client Experience and Marketing teams, ensuring smooth client engagement and adoption by the key business stakeholders of procedures, guidelines, and tools available, aimed at reinforcing relationships with clients
• Communicate with key stakeholders and stores to understand challenges per market, provide clear recommendations to management and enhance tools to support the business and its operations

Qualifications:

• Bachelor’s Degree Required
• 5-7 Years of CRM/Clienteling Experience
• Passion for luxury (previous experience in the industry – not limited to fashion – a plus)
• Passion & experience of CRM technological landscape (Salesforce Service Cloud knowledge a plus)
• Responsibility for timeline deliverables
• Confident communicator capable of inspiring collaboration, passion, and excitement around CRM, clientelling, and clients
• Creative mind able to bring ideas and best practices around customer delight initiatives (gifting, experiences)
• Obsessed with tailored approach to client centricity and elevated client service
• Analytical skills with ability to translate results into actionable insights (capability of compiling data into reports and translating numbers in readable strategic insights)
• Ability to prioritize multiple projects effectively to deliver timely and impactful results.
• Thrive on working collaboratively with team members across the company in a relationship driven environment
• Convey positive can-do attitude towards tackling problems and change
• Ability to seek feedback and seek other points-of-view while maintaining confident direction
• Ability to work in a growing and entrepreneurial team environment.
• Passionate, driven, and motivated by product.
• Strong computer skills, specifically MS Office Suite (Excel, Word, Power Point and Outlook)