Retail Relationship Manager

1 week ago

Singapore beBeeClientRelationship Full time $80,000 - $100,000
About the Role

The In-Store CRM Manager is responsible for developing and reinforcing a client-centric culture within the store, ensuring the correct execution of the global CRM strategy.

This role provides the store staff with the necessary information to consolidate the Clienteling roadmap and supports managers in implementing specific CRM projects for the store.

As a leader in luxury retail, the In-Store CRM Manager is the ambassador of the Brand and makes a key contribution to the development of the client portfolio in the store, recruiting new customers and strengthening the relation with the existing, particularly the VICs.

The In-Store CRM Manager contributes to the store results by:

  • Implementing a Clienteling Mindset, thereby increasing the Clienteling KPIs performance
  • Elevating the quality of the Customer Experience
  • Building Client Loyalty and sustaining long-term relationship
  • Supporting the proper management of the store Client Portfolio
  • Contributing to the total sales performance of the store

Key Responsibilities

  • Supervise all the clienteling activities of the store staff, defining a specific development plan for each Client Advisor.
  • Perform weekly and monthly customer and KPIs analysis to monitor the store CRM performance.
  • Assist the Store Manager in designing the CRM action plan, taking into account the business needs and the event calendar.
  • Review and analyze Client Advisor performance on Clienteling and Retail KPIs, providing the Store Manager with individual development plan.
  • Design and implement action plans focusing on data collection, local clients retention and brand loyalty.
  • Contribute from a CRM and Clienteling perspective with other departments to the development and implementation of in-store new product launches, new events, client experiences, etc.
  • Ensure that the store staff is well trained in the use of all the Clienteling tools.
  • Oversee and manage local training materials and training sessions on specific CRM topics including clienteling strategy, CRM best practices (eg. data capture and customer contactability) and commercial initiatives.
  • Support the Sales Staff in the proper management of the VIC Clients, working in the growth of the number and potential of this cluster.
  • Collaborate with PR Department in the management of celebrities and influences.
  • Collaborate with the Local Retail team to improve the store performance.
  • Ensures a good knowledge of the market and consumer trends to improve the fashion sense of the store staff.
  • Ensure the growth of the stores customer community, including through participation in events outside the shop.

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