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Posting Date: 

POSITION:  Director Client Relationship Management (CRM)

COUNTRY:  US
CITY:  New York - New York
ID:  7745


Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. Our Iconic Brands include PRADA, Miu Miu, Church’s, Car Shoe and Pasticceria Marchesi and we are currently operating in more than 45 Countries, embracing employees of more than 100 nationalities.

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 Director of CRM - North America is responsible for developing and reinforcing a customer centric culture across different areas of the business ensuring the correct localization and execution of the global CRM strategy for the North America territory.

 

RESPONSIBLITIES 

 

  • Develop and implement the CRM strategy for the entire North America territory (guaranteeing the localization and execution of Prada’s Global CRM strategy) for all group brands in the territory
  • Design, develop, implement and monitor customer engagement initiatives (through clienteling and client outreach initiatives) to drive loyalty and repeat business across different segments of the customer base 
  • Develop CRM insights and intelligence to support and promote new commercial actions on individual segments in the customer base (eg. outreach initiatives) 
  • Support stores in the implementation of the clienteling strategy and CRM best practices
  • Budgeting and cost oversight for each brand’s loyalty budget including gifting, experiences and festivity moments including the measurement and tracking of ROI
  • Oversee and manage local training materials and training sessions across the territory on specific CRM topics including clienteling strategy, CRM best practices (eg. data capture and customer contactability) and commercial initiatives
  • Contribute from a CRM and Clienteling perspective with other departments to the development and implementation of new product launches, new events, client experiences, etc. 
  • Oversight and the local point of reference on all aspects of CRM reporting and dashboards use
  • Oversight and the local point of reference for all aspects of clienteling digital tools  
  • Local point of reference for the territory on the Net Promoter System (eg. Customer survey)

 

KNOWLEDGE AND SKILLS

 

Bachelor’s Degree in Marketing, Business or Engineering (MBA preferred)

10+ years of experience in business development, strategy, client development (financial industry or consulting experience welcome)

Excellent communication and client relations skills  

Proven track record of identifying opportunities, designing and implementing strategies to develop business through customer relationships

Expertise in Excel and Powerpoint to create effective presentations and experience drawing conclusions and recommendations from reports

Experience in database management

Flexibility with regional and international travel

Familiarity with competitive marketplace and passion for consumer trends and development of personal customer relationships

Experience in luxury, fashion, hospitality or high-end retail preferred