Regional Head of Client
1 month ago
MAIN OBJECTIVE:
The Regional Head of Client will lead the regional client team and be the referent on all client-related topics. This role is highly collaborative, working closely with the International Client Marketing team and Client Directors/Managers across the region. The position involves creating and fostering a regional client community, engaging key stakeholders in both global client projects driven by HQ and initiatives started within the region.
KEY RESPONSIBILITIES:
REGIONAL CLIENT TEAM MANAGEMENT
- Manage and drive the regional client team and create a strong regional centre of expertise (client data and client activation team)
- Co-build the annual SEAO client strategy with central team and markets
- Establish and nurture a robust SEAO client committee, fostering synergies among market client teams
- Partner with central and market teams to consolidate roadmaps for ongoing projects, ensuring efficient budget management, timelines, and milestone tracking.
REGIONAL TRANSVERSAL PROJECT MANAGEMENT
- Oversee and supervise ongoing client projects, including new client segmentation, clienteling acceleration initiatives, and data cleaning programs.
- Initiate and manage pilot projects, such as the Customer Knowledge Centre project, ensuring effective execution
- Work with the International Client Insights team to launch qualitative client studies across the region
LEAD REGIONAL CLIENT ACTIVATIONS STRATEGY
- Supervise all regional client activations projects, optimising resources allocation
- Lead the development and implementation of the regional eDM strategy and roadmap, in collaboration with markets, targeting relevant audiences
- Drive Global Client platform projects, including Clienteling Acceleration and Salesforce (SF) upgrades
- Monitor and co-develop CRM KPIs with market teams to enhance engagement and conversions across the region, ensuring alignment with targets
MANAGE REGIONAL CLIENT DATA CENTER
- Oversee all aspects related to regional client data.
- Standardize and optimize reporting at the regional level to provide strategic insights and actionable plans
- Explore new opportunities, particularly with external databases and agencies, to enhance understanding of existing clients and prospects
INNOVATION AND CONTINUOUS IMPROVEMENT
- Foster a culture of innovation within the regional client team, encouraging new ideas and approaches to enhance client engagement and experience
- Stay updated with the latest trends and technologies in CRM and luxury retail, integrating relevant innovations into the regional strategy
- Evaluate and implement new tools and methodologies to improve data analysis, client segmentation, and personalized marketing efforts
- Lead initiatives to continuously refine and enhance the client journey, ensuring a seamless and exceptional experience across all touchpoints
JOB PROFILE:
Master’s degree in business management, marketing or related field with a proven 10 years’ experience in CRM, data management and strong international exposure. Strong communication, analytical, organizational and synthesis skills.
Languages: fluent in English
Skills:
- In-depth knowledge and hands-one experience in Salesforce Marketing Cloud (SFMC certification preferred)
- Strong international project management capabilities
- Flexibility, proactivity and an ability to work independently
- Expertise in the Luxury Retail Industry
- Proficiency in Excel and PowerPoint for data analysis and presentations
- Analytical mindset with robust problem-solving abilities
- Excellent communication, collaboration, organizational and synthesis skills
- Deep knowledge of "Client" and/or "CRM" strategies within an international retail context
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