ABOUT US:
ETRO is a fashion house that has defined Italian style around the world since 1968. From research into textiles and attention to detail, ETRO creates luxury clothing and accessories for men and women, where passion for travel and sartorial tradition are the key concepts of every collection.
Division: Retail
Role: CRM Manager
Report: Regional Director of Retail - Americas
Responsibility Level: Non-Managerial
Travel required: 30%
Organizational Responsibilities: High
People Management: In-directly
Activities Managed: Clientele
Responsibilities for Costs and Results: Yes
SCOPE
The Client Relations Manager will support the execution of the client experience strategy and identify opportunities for driving client development within the US Market. This position will work in partnership with boutique management to support the execution of individualized client experience to ensure seamless and memorable experiences while increasing brand loyalty. This person will aid in the rollout of all CRM initiatives for Online Retail and analyse their impact on the business as well as supporting ETRO through strategic positioning and tactical execution of branded experience & customer journey. This role requires a combination of analytical, creative, and technical skills to create and implement strategies that effectively engage and retain the ETRO client base.
RESPONSIBILITY
General
- Assist in driving positive outcomes through execution of objectives and monitoring progress & results successfully.
- Responsible for weekly, monthly, and quarterly CRM reporting’s
- Provide general departmental support and assist with day-to-day departmental needs
- Identify areas of opportunities to increase client engagement & brand loyalty
- Provide Sales Force Assistance
- Compile well-articulated performance metrics
Clienteling
- Support Boutique with Clienteling app training and use of the app
- Provide analysis on boutiques sleeping clients and how to reactivate, while tracking results.
- Partner with retail management to coordinate strategic clienteling activities to support online and offline business development such as in-store events, collaborations, and co-branded events to increase engagement
- Demonstrate flexibility and adaptability to support the needs of the business
Applications, systems & tools
- Oversee the CRM database, ensuring data is up to date
- Partner with HQ to improve data and reporting tools, while ensuring boutiques are compliant
- Partner with CRM Manager to ensure accurate, timely, and consistent delivery of campaigns
- Track and measure the success of content initiatives using analytics programs and provide data-driven recommendations to optimize content efforts.
- Track retail sales monthly and overall product performance to anticipate and plan future CRM initiatives
Marketing Automation
- Create analytics to develop and launch suitable digital marketing initiatives in partnership with the CRM Manager
- Support store-based selling initiatives
- Assist in implementation of VIC campaigns and programs.
- Manage seasonal promotional analysis as it relates to customer behavior and KPIs
- Assign audiences, schedule, and launch email and SMS series to increase and retain VICs
- Partner closely with teams to create CRM touchpoints to convert transactional clients into loyal purchasers
Customer Service & Communication
- Liaise with Customers as direct Customer Service Center (CSC) for E-Commerce to optimize communication flow and customer SLAs
- Perform additional duties and responsibilities as necessary
- Identify creative opportunities to enhance the experiences of the customer and associates to generate and retain customer loyalty
Organizational interfaces
- E-Commerce
- Retail
- Finance
- Logistics
- Customer Service
Education / Experience
- BA/BS degree or related experience, degree in business management preferred.
- At least 3 years of experience developed in the field of fashion (preferably luxury)
- Success in managing a selling workforce and achieving results
- Proficient in all Microsoft Office Products including MS Word and advanced proficiency in Excel
Specific Skills
- Strong clienteling experience and analytical skills
- Creative problem solver, strong attention to detail, motivated, and a self-starter
- Ability to work in a fast-paced environment
- Excellent interpersonal skills are essential
- Strong organization skills, attention to detail and follow through to resolve any outstanding issues
- Excellent verbal and written skills
- Able to come up with solutions based on research and critical thinking
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.
We are an equal-opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. It is Company's policy not to discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Company will endeavor to provide a reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability and to employees and prospective employees with needs related to their religious observance or practices. Should you wish to apply for this position or any other position with the Company and you believe you require assistance to complete an application or participate in an interview, please contact HRUSA@Etro.com.
