FENDI JAPAN - CRM Specialist
Ссылка:
FEND03751Job title:
FENDI JAPAN - CRM SpecialistJob function:
Розничная торговляExperience:
Минимум 3 годаCountry/Region:
ЯпонияContract Type:
Постоянная работаPosition:
Under the supervision of CRM MGR, CRM (senior/experienced) staff is responsible for supporting Fendi's omni-channel touchpoints to deliver best-in-class clienteling and a delightful shopping experience not only in B&M stores, but also through e-commerce and client services. The CRM (senior/experienced) staff is responsible for staying on top of Fendi customer insights and driving improvements through CRM initiatives to meet and exceed KPIs based on the company's strategy.
Job responsibilities:
CLIENT DATABASE responsibilities:
- Guarantee an updated and reliable client database starting from the data collection of client information in store
- Train the store team about data collection methods and help them to understand basic CRM data from CRM reporting
DATA INTELLIGENCE responsibilities:
- Be responsible of the annual CRM KPIs: Data Collection, New Recruitment, Retention Rate, and other local KPIS drilled down at regional level starting from the WW annual objectives. Monitor the monthly CRM KPIs results and liaise with Retail team and stores to inform/analyse the status of the CRM KPIs to identify areas of improvements for business expansion
- Provide customer insights analysis based on business data and clients’ behaviours to support the business and implement actionable recommendations, with particular reference on client gender, age group, local vs tourists, new vs existing KPIs, etc. also drill down by category
- Design CRM report summarizing ongoing key CRM initiatives about Clienteling
CLIENT ACTIVATION responsibilities:
Client Outreaches:
- develop and implement the CRM campaigns (one-to-one) in alignment with WW CRM priorities as well as of ensuring that all activities are shared with the local functions such as Retail, E-Commerce, Merchandising and Client Service team to guarantee integrated development plans on the local market
Omnichannel Journey Programs:
Under the supervision of CRM MGR, develop innovative and seamless client journeys leveraging new technology features that connect online and offline channels to enhance engagement and loyalty metrics
Omni-Clienteling Culture:
- Increase the adaptation rate of CRM tools and nurture the Clienteling culture throughout periodical training collaborating with Retail training team and interactions with stores and Client Service
- Liaise with the store Omni-Clienteling Ambassadors to gather periodical feedback on CRM store initiatives, and CRM tools functioning. Provide regular feedbacks and new proposals to CRM HQ to enhance the CRM activities locally, based on local experiences with customers and market needs
- Support on organizing periodical Omni-Clienteling Ambassadors Meeting and CRM touch-base with stores
RETAIL Performance Analysis:
- Publish reports on retail KPIs
- Provide support on ad-hoc reporting on retail activities
Profile:
- Minimum 3 years CRM or Client development experience OR relevant experience in retail business
- Bachelor’s Degree or equivalent experience
- Strong strategic, analytical thinker with outstanding verbal and written communication skills
- Strong organizational skills, attention to detail and ability to handle multiple tasks and manage deadlines
- Ability to work successfully with multiple business functions and influence stakeholders at all levels of an organization
- Advanced level of MS Excel
- Native level in Japanese
- English speaking is a plus
Additional information:
It is important that the candidate can demonstrate the following key competencies:
- Fair & Open– Promote and emphasize diversity, promote mutual understanding, Collaborate with team
- Leading Changes– Work with change, dare to take chances, think out of the box, proactively challenge the status quo
- High Commitment– Commit to contribute to FENDI business, be passionate about people & products, have positive impact on others, Enjoy challenging situation
- Social Responsibility – Emphasize integrity & Trust, Comply with all laws and regulations as a member of society, sustainability-minded