100% fashion Staff with care

CRM Manager

Los Angeles, CA

Posted: 04/01/2020 Job Category: CRM, Retail Job Number: 124266

Job Description

Title: CRM Manager
Company: Luxury Fashion Brand
Location: Costa Mesa, CA 
  • Proactively touchbase and communicate with the boutique director/manager to develop weekly, monthly, quarterly, yearly client planning
  • Ensure store teams (from managers to sales associates) are aligned on all client initiatives (from corporate to in-store) and actions to take by leading meetings and hosting one-on-one daily/weekly touchbase with sales associates
  • Be the point person to ensure ALL team members understand the importance of CRM system and how to use the tool
  • Provide on-boarding training for new hires
  • Provide weekly refresher for team members as necessary
  • Ensure sales associate accountability for CRM usage
  • Proactively update CRM checklist for sales associates to use and communicate the modified versions to CRM corporate
  • Proactively utilize CRM reporting and functions such as OTO to drive and monitor the business
  • Ensure proper transition of clients belonging to former sales associate. Identify best sales associate to allocate the client to, allocate in CRM system and be involved in the outreach to those clients to ensure successful transition
  • Ensure properly, timely and meaningful follow-up of ALL new clients
  • All sales associates to outreach to achieve repeat sales from new clients within 6 months of the first purchase
  • Manage all client gifting from global celebrations – Manage lists by including high potential and new clients. Ensure each sales associate meets his/her ROI goal
  • Manage one to one gifting such as birthdays, etc. Proactively identify upcoming client birthdays, identify appropriate treatments/gifts, communicate to corporate in a timely manner and work with sales associate to create the moment for the client
  • Meet with each sales associate on a weekly basis to ensure daily, weekly outreach is happening
  • Ensure proper organization and comply to the client card SOP
  • Outline and distribute client goals in line with corporate CRM KPIs and ensure each sales associate is achieving them through proactive client planning
  • Daily/Weekly review the CRM KPI report to evaluate boutique and sales associates’ client performance and develop client action plans to drive results
  • Assist Boutique Director with various store operation duties as needed, including opening and closing of boutique
  • Proactively develop action plans that’s meaningful and share ideas with CRM corporate
  • Proactively communicate changes/updates to store team members to ensure accurate reporting
  • Regularly partner with CRM, Events & Client Development corporate members
  • Partner with PCR Director to ensure holistic client execution in-store
  • 3 years of experience in a relevant position in CRM. Experience in a luxury industry preferred.
  • Must be fluent in Mandarin 
  • Strong analytical skills (comfortable with large data sets)
  • Outstanding communication skills, both written and verbal
  • Strong project management/organizational skills, including the ability to prioritize and handle multiple tasks simultaneously and provide strong attention to detail
  • Strong computer skills, must be able to learn new applications quickly

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