Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Church’s and Car Shoe brands, and has employees of over 100 nationalities.
The acquisition of Pasticceria Marchesi 1824 has marked the Group’s entry into the food sector, applying the same high quality criteria. Very proactive also in the art field, the Prada Group strengthens its presence through contemporary art projects in constant evolution.
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 Summary/Purpose:
The CRM Manager will represent the company and is a brand ambassador and key contributor to the client development in their assigned store. The candidate will use their client development expertise to grow the business of the Store.
This person will increase sales and guarantee customer loyalty by increasing repurchase rate and the number of top spending customers, as well as recruiting high potentials and strengthening relationship with existing clients, in particular the VICs. This candidate supports and contributes to the achievement of sales targets for VICs and the store as a whole.
You contribute to the store results by:
- Impacting the quality of the customer journey
- Building client loyalty to the brand and supporting long-term effective relationships
- Developing the Sales Staff skills (clienteling and customer service)
- Utilizing and managing the different CRM tools to develop customers
- Bringing a new portfolio of Clients with the store and building personal relationships with them
- Contributing to the total sales performance of the store
Duties and Responsibilities:
Clienteling Staff Training
- Foster and cultivate a clienteling culture among the store team, emphasizing the importance of driving business through private appointments while promoting the values and essence of Prada and Miu Miu
- Train store teams on clienteling practices and activities, ensuring that new team members are on boarded using the North America training resources. This will help maintain consistency in the skill set across all members of the store team.
- Maintain a consistent flow of information between the store and the North America Client Development team
- Ensure all confidential information regarding celebrities and VIPs is kept secure
- Assist Sales Staff in their clienteling activities, ensuring that all team members are trained to actively use available CRM and clienteling tools to maximize client benefits.
- Analyze different shopping behaviors and approach potential VICs by their preferred channels
- Keep the team updated on digital activities and encourage proactive use of digital tools to maximize client benefits
- Collaborate with store Managers, identify talented sales assistant for VICs management and suggest the best fit
- Partner with store Managers and training department; focus on Sales Staff needs to reinforce key knowledge and skills
Business
- Ensure the adoption, consistent execution, and follow-up of the North America and Group clienteling strategy, resources, and culture among all store team members.
- Foster company action plans and proactively propose ad-hoc initiatives to support the store target achievement
- Support the Store Manager in setting Staff individual targets for Client repurchase and number of VICs, as well as data collection
- Proactively propose and organize activities and targeted actions for individual Clients and Client groups
- Expand and enhance the made-to-measure program
- Provide qualitative feedback to store and local corporate Function on VICs requests
- Drive sales by managing successful performance of customer-driven KPIs at the store, department and SA level, leveraging the monthly reports provided by New York central team and the guidance of the area-level Client Development Manager (when applicable)
- Manage the reporting and tracking of daily, weekly and monthly appointments in-store, in partnership with GM
- Monitor the trend of the VIC business in-store, follows the business through and follows up on the activities implemented
- Support Client Development North America and Group on executing pilots to develop high potential clients
- Manage the Client gifting and customer experiences budget to strategically develop these relationships
Service
- Promote comprehensive brand and product knowledge as a vital contribution to the service
- Uphold and encourage the Company’s standards regarding grooming and conduct
- Act as a contact point for clienteling operations and between stores for Clients buying in multiple stores (MTM event etc.)
- Assist both stylists and celebrities on behalf of PR in their absence as requested whether for purchase, loan, or gifting
- Support the Stores by providing targeted clienteling resources/tools specific to their business priorities, events or experiences to ensure business generation, attendance and client development
- Identify “special” merchandise for Clients including one of a kind samples and ensures “exclusivity” for top VICs attending specific events
Client Relationships
- Liaise with corporate Public Relations Department for servicing VIP clients
- Collaborate with the local corporate Function, propose and manage events and special experiences for VICs and high potentials, always focusing on ROI and meeting sales targets per initiative
- Provide the necessary information and analysis to North America Client Development team to execute the tracking and regional ROI analysis of these experiences
- Accompany the VICs to Brand / Company events /lunches etc.
- Organize private appointments and supports Sales team with their private appointments, developing personal client relationships with top clients and increasing appointment productivity
- Be available for appointments on/off site, special engagements, travel as needed
- Participate in external events for clienteling activities and recruiting new clients
- Have a strong understanding of the market and consumer trends in order to enhance the shop staff fashion sense
- Serve as brand ambassador for clients and celebrities that enter the boutique
- Maintain strong ability to grow and build community involvement with outreach to clients, charities events etc.
Qualifications and Skills:
- Proven track record of large volume sales performance and significant growth through personal clienteling efforts
- Expertise in changing store team behaviors around clienteling through training, competitive insights, client discovery and private appointments
- Familiarity with competitive marketplace and passion for consumer trends
- Experience designing and managing tailored client experiences
- Knowledge of Excel and experience drawing conclusions and recommendations from reports
- Flexibility with work hours and regional travel
This position will be paid an annualized salary of $110,000 -$115,000, and if applicable, may be eligible for commission, bonuses and other incentive opportunities. The rate of pay offered may vary based on may vary depending on job-related knowledge, skills, and experience.
