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Retail Ops

3 weeks ago

Singapore Roger Dubuis Full time

Reference Code: 91815**Retail Ops & Client Experience Executive**:

- Singapore, 01, SG- PermanentRoger Dubuis has been at the forefront of contemporary Haute Horlogerie since 1995.
Its audacious creations, firmly anchored in the 21st century, embody substantial expertise expressed through the finest watchmaking mechanisms combined with powerful and daring designs. Boldness and extravagance are the brand’s signatures, and determination its driving force.
The Roger Dubuis Excalibur and Velvet collections are distributed worldwide through an exclusive sales network and boutiques. The quest for excellence, the long search for the right gesture, as well as the development of unique skills are all defining characteristics of the Geneva-based Swiss Maison.

**MAIN PURPOSE**
- The Retail Ops & Client Experience Executive will manage the client relation and drive service excellence across all retail channels, with the objective of delivering the right consumer experience and journey, ensuring its adequation with our Maison guidelines. Together with the management, She or He will define and implement the client relations strategy across the region, in line with our Maison global strategy. She or He will also drive new additional synergies across _
- C.R.M. & Client Service to offer a highly qualitative & consistent Omni-channel Client Experience_.

**KEY RESPONSIBILITIES**

**1.** **Define & develop, with the Retail Director and country management, the CRM action plans for all boutiques in the SEAO region, as well as their implementation and follow up to ensure delivering a high level of client experience.**
- Define CRM strategy and implement it
- Regional database management & development
- Segmentation by type of client; VVIP & local clients’ development
- Animate regional CRM community, including regular Regional CRM meetings with boutique in-charge
- Implementation of all tools
- Manage & ensure the efficiency of the digital CRM platform (the View): strategy, implementation, follow up, support to the teams. Analysis and reporting
- Ensure the CRM and client experience strategy are deployed in each boutique
- **Develop CRM projects & events**
- Propose & follow up action plan to develop the boutique client’s opportunity to support the achievement of the sale objectives
- Monitor & analyse CRM results & provide recommendations
- Propose & implement action & communication plan for local celebrations & product launches.
- Participation and preparation of local events
- international events coordination for the region: (WW, International events )
- Analysis & follow up ROI post event (international & local)
- **CRM gifts & tools management**
- Consolidate needs for the retail boutiques
- Ensure appropriate stock level of gifts and tools in boutiques
- Manage local market GWP policy
- SAP Gemini CRM Salesforce key user
- Benchmark the competition in terms of client experience
- Ensure the qualitative customer service level for retail
- Implement customer service processes in boutiques and follow up
- Manage regional retail customer cases
- Regular communication with HQ to align key initiatives and feedback local specificities.
- **Regional Retail Operations**
- Retail performance: extraction and follow up of the retail reports & dashboard
- Monthly retail meeting preparation (regional)
- Implementation & follow up the retail systems across the region
- Boutique Tools management (iPad, phone, gifts, cards )
- Manage sales associates’ uniforms, image & standards
- Manage Boutique project, renovation, upgrade, and maintenance
- Monitor display guideline and stock quality
- Provide support to Boutique team on sales data, insight of the market and up-to-date information of global projects
- **Omni-channel management & development**
- Ensure a consistent client experience across all channels
- Implement and manage the omni-channel platform & new project (phone sales, CRC, CFS,
- Extend, Distance sales, ecom )
- Improve the efficiency, visibility of the omni-channel platforms
- Analysis and reporting to regional management & HQ
- Communicate & train the retail team to ensure the processes are well implemented
- Propose strategy & action plan to achieve the New Retail objectives

**REQUIREMENTS**:

- Minimum 2 years working experience in CRM / Retail environment
- At ease with figures, good analytical mindset
- Able to communicate effectively with internal & external parties
- Excellent proficiency with MS Office. Knowledge of CRM software (salesforce) is a plus
- Digital and/or remote sales experience
- Strong Time and Task Management skillset
- Proactive and action oriented
- Preferably possess a Diploma or Degree in Marketing or other fields of Business