Customer Relationship Management Specialist

BVLGARI CRM Specialist

The CRM Specialist serves as a vital function in maximizing CRM projects, software, and tools in order to analyze buying trends or customer activity to improve sales and enhance client experience. This role has a deep focus on client gifting. They act as a liaison between the retail and ecommerce teams while also collaborating with a multitude of other departments across the organization such as Training, Merchandising, Marketing, and Events.

ACCOUNTABILITIES

Client Acquisition & Retention

• Own project management for the CRM team, gathering needs and updates from the team on a weekly basis.
• Oversee regional contact plan by boutique, ultimately driving client loyalty to the Maison. prepare target groups and select / brief assets for each communication channel. Brief boutique teams on clienteling campaigns and monitor results.
• Build and run customer reports based on behavior and specified parameters per local requests.
• Support in the creation of a localized CRM ambassador program.
• Collect and share best practices and successes stories across all programs.
• Support omnichannel customer engagement department with development of processes, policies and trainings to drive client discipline and ensure memorable and consistent client experiences are provided across the region.
• Design PowerPoints around project launches, key learnings, success, and identified opportunities
• All other projects as required by manager.

Application, systems & tools

• Design and deployment of local emails via Salesforce platform for boutique activations.
• Support adoption and training of clienteling application across all retail teams.
• Partner cross-functionally to collect needs and best practices for tech products enhancement.
• Partner with central Client & IT teams to troubleshoot and investigate technical issues.
• Manage user creation / deletion requests across platforms for all retail employees.

Client Gifting

• Manage gifting process to support all North American gifting programs.
• Propose and evaluate gifting ideas to improve and elevate gifting initiatives.
• Research and source local gifting partners.
• Create and share reporting related to tracking, gifting and ROI’s, project launches, key learnings and success, and identified opportunities.
• Management of and communication with warehouse for distribution of all gifts and CRM materials.
• Benchmarking of competitor gifting programs on an ongoing basis.
• Liaise with Marketing and Communications team to support and align on gifting initiatives for events and in store animations.
• Perform administrative tasks such as creating new vendors and inputting PO’s.
• Support budget tracking and planning, actual spending, etc.

KEY COMPETENCIES

• Digital Marketing & CRM experience (3-5 years past experience)
• Retail Experience preferred but not required
• Creation of training documents and experience in leading digital and in person trainings
• Knowledge of relevant computer applications: Microsoft Office Suite, Salesforce Marketing Cloud, SAP, PowerBI or other reporting tool.
• Excellent organizational skills and the ability to handle multiple projects simultaneously while meeting deadlines
• Exceptional communication and presentation skills, with an ability to tailor based on audience or stakeholder needs.
• Strong sense of accountability, self-drive, and the ability to function independently.
• Ability to adapt to a dynamic, fast-paced environment.
• Strong analytical skills (including Excel) with the ability to collect, organize, analyze, and disseminate significant amounts of information accurately through impeccable presentation and communication skills, translating findings into actions that can influence business initiatives. Ability to tailor based on audience or stakeholder needs.
• Experience with fashion, luxury, retail and/or lifestyle brands preferred
• Fluency in written and spoken English. Italian speaking a plus but not required.
• Some travel may be required.