Senior Customer Experience Manager
5.5-6.5万·13薪上海市本科不限经验
职位描述
This position will participate in and strengthen the development and implementation of Ferragamo CRM policies, procedures, KPI and structures, work closely with marketing team. Also responsible for designing and executing Client Engagement initiatives, ensuring the timely execution of initiatives and reports, and understanding current customers and opportunities to acquire new ones, across China.
MAIN RESPONSIBILITIES
1 Customer Relationship Management
61 Develop and implement CRM projects to drive achievement of CRM KPIs
61 Manage CRM system and analyse client performance for all types of CRM reports
61 Provide client insights to understand business challenges and identify marketing opportunities
61 Work closely with internal departments and regional offices to ensure projects can be implemented effectively
61 Proactively understand the trends of industry and propose initiatives to the brand based on market needs
61 Client collateral and gift coordination
61 Outreach and develop 3rd party relationship and collaboration
2 Client Experience
61 Events animation support (Transportation/Accommodation/Catering preparation/ Onsite support on certain events)
61 Fashion show animation arrangement
61 Top clients regular maintenance (Meal/Afternoon tea/Gifting…)
61 Follow up on the customer survey to enhance after sales experience
61 Design, propose, and implement suitable in store animation to help the retail team to better interact and engage with the existing clients.
3 Clienteling
61 Drive the implementation and execution of corporate clienteling programs and practices, in order to recruit new customers and increase loyalty among existing ones
61 Manage and coordinate the deployment of all process, tools and training
61 Provide support and guidance the retail teams in all Clienteling activities, and ensure appropriate focus on strategic clients (e.g., Locals, VICs) in order to reach business goals
4 Budget and Expense Report
61 Monitor CEX/CRM budget based on execution plan
61 Administration work management: contract, PO and payment application.
PROFESSIONAL REQUIREMENTS
61 Bachelor’s degree with a minimum of 8 years of experience in retail, solid experience in Client Relationship Management, International luxury brand experience will be a plus.
61 Familiarity with various types of CEX/CRM works, also have successful experience in project management.
61 Fluent in English both oral and written.
61 Excellent analytical & computer skills (MS Office) required.
PERSONAL REQUIREMENTS
61 Strong ownership & passion for the brand.
61 Excellent communication, presentation and interpersonal skills.
61 Team-worker, people-oriented, committed, passionate, can work under pressure.
OTHER INFORMATION
The above statements are intended to describe the general nature and level of work being performed in the position specified. They are not intended to be an exhaustive list of responsibilities, duties and skills required of a person holding the job so described.
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