IN STORE CRM MANAGER H/F

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 PURPOSE

The In-Store CRM for PRADA Monaco will be responsible for strengthening and developing CRM & clienteling initiatives in store and supporting the sales staff with a strong focus on driving business through client outreach initiatives (client interactions) and private appointments. 

 RESPONSIBILITIES

• Support the store by ensuring sales staff are cultivating clients guaranteeing their outreach (outbound communications) through interactions and private appointments
• Consistent training and strengthening of store teams on CRM & clienteling activities (including onboarding of new store members to ensure consistency in skill set across the team) through the use of CRM/clienteling digital tools and processes 
• Ensure the development, implementation and execution of store CRM outreach initiatives including the definition of local outreach activities, client target list extraction, implementation of initiatives through client advisors and initiative performance monitoring
• Ensure adoption, consistent execution and follow-up of the Group clienteling strategy, resources and culture across all store team members
• Provide individual feedback to store staff on specific CRM initiatives and updates
• Share and encourage clienteling best practices with store staff

• Manage client gifting and customer experiences budget to strategically develop client relationships
• Monitor and track the main KPIs on a store and individual client advisor level, including: client outreach (through customer interactions), private appointments, client data capture KPIs, clienteling productivity and outreach initiative performance
• Educate, train and proactively encourage sales staff on the usage of the digital tools available (e.g. C-Sphere) to perform clienteling initiatives

KNOWLEDGE AND SKILLS

Luxury retail experience is preferred

Strong technical attitude and digital mindset

Languages: English, other language is mandatory

Client centric attitude, problem solving, flexibility, empathy, energy