CRM Specialist

Overview

Execute and contribute to the CRM strategy in the assigned scope, aligned with the long-term business objectives of the assigned organizational unit(s), for MONTBLANC in New Delhi.

What you'll do

• Develop a 360 CRM strategy with overall departments to preserve and improve the Maison's retention and recruitment.
• Coordinate daily and weekly CRM tasks with the region and boutiques.
• Improve data analysis for better visibility and performance of the Maison in the market (client equation, client demographics, frequency of purchases, client behaviors).
• Work on repurchase rate and predictability strategies.
• Own CRM KPIs in full, with clear reporting.
• Own data quality in the market and data flow, ensuring local laws are implemented.
• Report weekly to boutiques on clienteling KPIs per Sales Associate.
• Conduct regular floor trainings on the latest updates and how to improve client communication.
• Plan clienteling monthly around key launches, with strategic targeting and conversion.
• Develop local client communication strategy based on market needs.
• Build strong strategy and relationships with teams to reach 30% of business through appointments and clienteling in each boutique.
• Work on client development pipelines among top tiers through hyper-personalized activations: upgrade, reactivate and retain.
• Support the Marketing and High Artistry team in clientele selection for events and contribute to the ROI strategy of each client.
• Report monthly on Net Promoter Score and client feedback, and contribute to brand elevation together with training and retain departments.
• Apply all international Retail guidelines and the Retail Policy Manual, and actively ensure implementation in the boutiques.
• Follow up on operational boutique activities to optimize boutique performance.
• Manage external suppliers and partners.
• Coordinate with mall and hotel management on a regular basis.
• Share and implement uniform and grooming guidelines in line with international maison guidelines.
• Work with the Area Sales team to share and implement guidelines in line with MB HQ, ensuring consistency across boutiques in coordination with the Marketing team.
• Conduct pre and post briefings with boutique teams on activations and give ongoing feedback on activation success.
• Create and document vendors and process invoices.
• Ensure professional customer service and after-sales service execution in boutiques.
• Ensure proper execution of central reports.
• Provide support for general retail activities and projects.
• Support the Retail Manager in the budget process and update on progress and gaps.
• Coordinate new boutique projects, refurbishments and relocations.
• Maintain the monthly roster, coordinate with the compliance team, and maintain and monitor monthly attendance and leave records.

Details

• Location: New Delhi.