CRM Analyst

MAIN PURPOSE

To support both the Business & Marketing functions. You will be responsible for monitoring the customer database and providing analytical insights to assist the Senior E-Commerce & CRM Manager in providing a robust customer engagement and acquisition strategy.

You will be responsible for ensuring client data is being properly collected, you will ensure the data we have within our database is clean and can be effectively utilized to support business needs. You will use SalesForce & become an expert in running reports, generating client lists, and creating CRM campaigns.

ROLES & RESPONSIBILITIES

CRM Data Analysis
• Facilitate regular client data reporting for the Americas region. Including individual reports per internal & external boutique
• Effectively utilize Salesforce, Google Looker, and SAP for reporting
• Regularly monitor client data that is being entered through boutiques to ensure client details are being properly captured and KPIs are being achieved.
• Understand CRM KPIs and support in the creation of quarterly in-depth analysis and ad-hoc reports for senior management.
• Create client lists based on business needs for CRM campaigns, email programs and events.
• Working with the HQ CRM team to execute email marketing campaigns, including setting up campaigns, checking links, proofing copy, managing customer lists and launching emails.
• Ensure CRM data tools are properly working and troubleshoot as needed.

CRM Boutique Support
• Receive and answer queries from boutiques, client services, other team members regarding CRM tools.
• Work closely with retail team to ensure they fully understand their role in the client data capture process, ensure they are properly using the boutique CRM tool.
• Work closely with both local & HQ training and retail teams to ensure new boutique employees have access to CRM tools and are properly onboarded.
• Trouble shoot all issue for CRM tools within our boutique network.
• Develop close contact with boutique managers so they understand their CRM KPIs and data can be utilized to drive their business.
• Identify & develop CRM ambassadors within boutique network to ensure client-centric mindset is constantly present on boutique sales floor.

CX Planning
• Assist with client selection for hospitality experiences.
• Work with boutiques to ensure client receives invitation and all needed material before planned experience.
• Assist in planning client travel for exclusive client experiences.

REQUIRED SKILLS & EXPERIENCE
• 3 years work experience in analytical/ digital-focused role
• Expert in Microsoft Office: Excel, Word and PowerPoint
• Experience in Sherpa, Salesforce, and SAP is a plus
• A team player with good planning and organisational skills and the ability to manage own workload
• Flexible, quick to adapt and can multi-task
• High levels of accuracy and attention to detail
• Self-starter who can plan and execute own work and keep management abreast of progress appropriately
• Excellent communication skills, both written and verbal
• Excellent attention to detail and organisational skills
• Fluent in English. Spanish is a plus
• Educated at a University degree standard
• Passion and knowledge of the luxury market

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.
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