The incumbent will be responsible for all CRM activities for the Philippines. This includes analyzing, monitoring, implementing, and reporting on Dior's Customer Relationship Management programs and initiatives while continually striving to increase the efficiency of these programs to improve results.
Main Responsibilities
DATA ANALYSIS & MONITORING
- Track & report CRM KPIs monthly to help sales team/training team and store managers be aware of their performance and action to take to achieve CRM goals.
- Analyze data to develop new tactical mechanisms (e.g., Recruitment campaigns, repurchase campaigns) or CRM program improvements to achieve CRM goals.
DATABASE MANAGEMENT
- Work with Beauty Consultants and Retail team to ensure proper update of client information.
- Ensure proper client migration (POS assignment, BC assignment) should any changes such as store closure, store opening, or transfer of BCs occur.
CLIENT COMMUNICATION / GIFT MANAGEMENT
- Execute communication campaigns that support overall brand goals as well as product launch/animation objectives.
- Oversee, implement, and track gifting and samples (gift and samples) which includes forecasting and proper allocation to stores.
CLIENT ENGAGEMENT EVENTS
- Execute in-store client events to drive retention and increase overall client average spend.
- Initiate and run client events, which can help to enhance clients’ overall brand love.
- Work with the product marketing team to communicate events that support the overall product campaign objective (e.g., recruit existing non-skin clients for skincare).
OTHERS
- Work on prospect recruitment by setting clear objectives for each animation with the retail team.
- Work with the Retail Team to ensure the proper rollout of the Dior Satisfaction Meter to all stores.
- Ensure proper handling of customer complaints and service recovery.
- Launching CRM-driven initiatives locally.
- Manage budget relating to CRM activities.
