Frette is seeking a EMEA CRM Manager to lead the region's CRM and Clienteling strategies, driving customer engagement, loyalty, and business growth. Reporting to the Global Head of CRM, this role will ensure the seamless execution of client-focused initiatives, insightful data-driven decisions, and consistent adoption of CRM tools to enhance the brand’s presence across the region. The ideal candidate will have a strong background in luxury retail and extensive experience in CRM strategies to enhance client satisfaction. This role requires a dynamic individual with excellent project management skills, keen attention to detail, and a willingness to travel.
Key Responsibilities:
* Create and execute CRM strategies tailored to the EMEA market, focusing on customer retention and lifetime value growth.
* Identify regional opportunities to engage clients through localized activations that drive sales and loyalty.
* Develop strategies to re-engage dormant customers and elevate key client segments through targeted initiatives and VIP programs.
* Oversee all regional client gifting programs, monitoring effectiveness and refining strategies to delight and retain clients.
* Partner with global teams to enhance CRM tools, ensuring regional consistency and adoption across all locations.
* Partner with digital and e-commerce teams to optimize segmentation, testing, and personalized client communication strategies.
* Work closely with the marketing team to align CRM activities with overall brand objectives.
Clienteling & Platform Management:
* Develop and oversee Clienteling initiatives to build and strengthen client relationships, ensuring alignment with sales goals.
* Roll out the clienteling platform in all boutiques in the region.
* Train and empower boutique staff to effectively use clienteling tools and ensure consistent use of the platform across all locations.
* Track and analyze Clienteling performance through dashboards, reporting on KPIs and providing actionable insights.
Selling Ceremony:
* Support the implementation of the Frette selling ceremony to ensure a consistent and luxurious client experience.
* Train and support boutique staff to adhere to the selling ceremony standards.
Client Insights and Database Management:
* Liaise with the client analyst to uncover trends and identify opportunities for growth in client engagement and sales.
* Identify opportunities within the existing customer database to enhance client engagement and sales.
* Ensure data quality and compliance with GDPR regulations while promoting efficient data capture in boutiques.
* Monitor CRM and campaign performance, providing recommendations to improve efficiency and ROI.
* Deliver accurate, timely reports on key metrics to global and regional stakeholders, supporting ongoing strategy refinement.
Desired Skills and Experience:
* Minimum of 5-7 years of CRM experience in luxury goods/retail.
* Proficiency in CRM software and tools; strong knowledge of Excel and PowerPoint.
* Proven track record in project management and CRM strategy implementation.
* Highly detail-oriented with excellent organizational skills.
* Strong communication and collaboration abilities, with experience working across teams and regions.
* In-depth understanding of GDPR and data protection best practices.
* Passion for design and home.
* Analytical mindset with the ability to interpret data and make data-driven decisions.
* Ability and willingness to travel as needed.
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