Reference Code: ‎46701

CRM EXECUTIVE MEIA REGION

Riyadh, ‎01, SA
Permanent
Since ‎1874, Piaget has been committed to bringing the spirit of Luxury to life
thanks to a constant quest for creativity, an unlimited innovation and a
respect for excellence. All this being possible thanks to a fully integrated
Manufacture mastering watchmaking and high jewelry know-how.
Piaget excels in everything that is rare, precious and exceptional.
Always do better than necessary: the Piaget founder's motto still remains the
guiding principle for all our colleagues across the world who, every day, make
Piaget grow with passion.
MAIN PURPOSE

• Reporting to the CRM and Ecom Manger, the CRM Executive is responsible for implementing and optimizing the customer database in all Boutiques and multibrand Pos for KSA.


• plays a critical role in executing and monitoring clienteling programs, in-boutique activations and ultimately, in developing Client retention, loyalty and engagement strategies on all relevant client touch points.


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  He/She also supports the CRM Manager in delivering reporting and analysis to Retail, Marketing and Communication team

  
  


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  CLIENT DATABASE MANAGEMENT

  
  


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  Ensure the implementation and optimization of the customer database

  
  


• Support the implementation and roll-out of CRM Clienteling tools (Sales Force, Booster ‎2.0) in the region in close collaboration with the Retail department and international Headquarters


• Implement the processes to ensure the quality and accuracy of the data collection


• Develop strategy to increase the data capture in all boutiques


• Set clear objectives and monitor the results by boutique


• Develop reporting tools with the main insights (data capture, segmentation, data-base growth…)


• Perform extractions and analysis of client data for multiple purposes: client profiling, campaign targeting, events invitation, product analysis


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  Produce ROI reporting on events, online and offline CRM campaigns

  
  


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  CRM & CLIENTELING PROGRAMS

  
  


• Define and monitor Clienteling strategies adapted to each Btq/market


• Design and implement the touch points of the Client journey depending on his profile/segment


• Help CRM manager to define and develop action plans with the clear objective of developing Client acquisition, loyalty and engagement


• Identify relevant opportunities in line with brand's identity to increase the data-base


• Monitor and measure the ROI of every action/activation


• Benchmark competitor initiatives and share best practices


• Support in-store activations by targeting the right audience


• Train the retail teams to ensure the right implementation and usage of the CRM tools


• Execute a calendar of in-boutique activations as developed by the CRM Manager


• Manage multiple suppliers (chocolates, dates, flowers, pageboys and hostesses…)


• Liaise with local and international teams and local creative agencies to develop seasonal greeting cards and gifting


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  Regularly update guidelines for boutique teams, gifting, messaging, supplier list

  
  


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  CLIENT CARE TOOLS

  
  


• Define and implement the gifting guidelines across the network


• Manage the inventory of client tools (contact cards, greeting cards, books, gifts, invitations, catalogue…):
  
  
  • Consolidate requirements for the region and complete orders with HQ/local suppliers as necessary
  
  
  • Place orders for CRM gifts and manage all related logistics
  
  
  • Monitor and replenish stock levels of all boutique inventory; books, CRM gifts, customer cards, greeting card
  
  
  
  


• Support the CRM Manager in coordinating the regional Client Relationship Center (CRC)


• Improve the collaboration between the CRC and Btq teams


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  Analyse the CRC performance indicators and highlight areas of improvement

  
  


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  E-Business and e-CRM

  
  


• support the E-business implementation and the Global e-CRM strategy across all markets in the region


• Create yearly, quarterly and monthly HTML newsletter deployment calendar


• Coordinate the newsletters with HQ and arrange translation of HTML (to Arab) with local agencies

REQUIREMENTS FOR THE ROLE:
* ‎5-‎6 years' experience in the retail industry in a similar position
* Strong analytical skills, results driven with a good understanding of different CRM systems
* Highly proficient in Excel
* Clear understanding of retail/wholesale client experience journey
* Likes challenges, solving problems: growth mindset
* Proven effective team player with acute self-awareness
* Highly stress-resistant personality that easily navigates in an international environment.
* Proficiency in English. Arabic not mandatory but preferred.
* Preferable experience in Sales Force (usage of different clouds)

DIMENSION:
* Network in the Middle East & India region with specific focus on key markets.