CRM Specialist

Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates  exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.

YOUR MISSION:
Execute and contribute to the CRM strategy in the assigned scope that aligns with the long-term business objectives of the assigned organizational unit(s).

HOW WILL YOU MAKE AN IMPACT?

CRM:

• 360 strategy with overall departments to preserve and improve the Maison’s retention and recruitment.

• ⁠Daily/ weekly CRM task coordination with region & boutiques. 

• Work towards improving data analysis for better visibility and performance of the Maison in the market (client equation, client demographics, frequency of purchases, client behaviors etc).

• Work on repurchase rate and predictability strategies.

• Have full ownership of CRM KPIs with a clear reporting.

• Have full ownership of data quality in the market and data flow making sure local laws are implemented.

Clienteling:

• Weekly reporting to boutiques on Clienteling KPIs, per Sales Associate.

• Regular floor trainings on the latest updates and how to improve client communication.

• Monthly clienteling planning on key launches, with an envision and strategical targeting and conversion.

• Local request client communication strategy, based on market needs.

• Build strong strategy and relationship with the teams to reach 30% of business through appointments and clienteling in each boutique.

Customer Experience:

• Work on client development pipelines amongst the top tiers through hypersonalized activations – upgrade, reactivate and retain.

• Support Marketing and High Artistry team in the clientele selection of events and contribute to the ROI strategy of each client.

• Net Promoter Score: monthly reporting on client feedback as well as contribute to brand elevation together with training and retain departments.

Operations

• Apply all international Retail guidelines / Retail Policy Manual and actively ensure the implementations in the Boutiques.

• The follow-up on operational Boutique activities to optimize the boutique performance

• Management of external supplier, partners etc.

• ⁠Coordination with mall/ hotel management on regular basis. 

Uniform & Grooming:

• Share and Implement guideline in line with international maison guideline and related actions.

Order management

• Work with Area Sales team to share and implement guidelines in line with MB HQ and ensure consistency within all boutiques in coordination with Marketing team.

• Pre and post briefing with the boutique teams on activations.

• Ongoing feedback on activation success

• ⁠Vendor creation & documentation, invoice processing. 

Operations and Administration

• Professional Customer Service / After Sales Service execution in boutiques.

• Ensures proper execution of central reports.

• Provide suppor for general retail activities/projects.

• Support Retail Manager in the budget process and update on progress & gaps. 

• Coordination of new boutiques projects / refurbishments / relocations.

• ⁠Maintain monthly roster, coordination with compliance team, monthly attendance & leave record maintenance & monitoring.