In Store CRM Manager

2 days ago

Orchard, Singapore Private Advertiser Full time $60,000 - $80,000 per year
In-Store CRM Manager

Position: In-Store CRM Manager

Department/Function: Retail / Retail Operations

Workplace: Store

This is a newly created store-based position.

Reports to:

  • Hierarchical: Store Manager
  • Functional: CRM at Head Office
Job Summary

The In-Store CRM Manager serves as a brand ambassador, representing the company and playing a central role in client development within the assigned store(s). Leveraging expertise in client development, the role is expected to drive business growth, increase repurchase rates, and expand the customer base across all segments while building customer loyalty.

A particular focus will be placed on developing high-spending clients. In collaboration with the Store Manager, the CRM Manager will support clienteling objectives such as converting prospects, retaining existing customers, and cultivating VICs (Very Important Clients).

A clear understanding of KPIs and an action-oriented approach are required to contribute to both CRM and sales performance goals at the store level.

Objectives
  • Enhance the customer shopping experience
  • Strengthen clienteling and customer service skills among sales staff
  • Leverage CRM tools to identify growth opportunities and drive client development
  • Collaborate with the Store Manager to build and execute action plans for clienteling success
  • Build brand loyalty and foster long-term client relationships
  • Contribute to overall sales performance improvement
Key Responsibilities
Clienteling & Staff Training
  • Embed a clienteling culture within the store, promoting business through private appointments
  • Train sales staff on clienteling methods and provide resources for new members
  • Facilitate smooth information sharing between store and head office
  • Support staff in actively utilizing CRM and clienteling tools
  • Analyze customer behavior and engage VICs through optimal channels
  • Share the latest digital initiatives with the team and promote use of digital tools
  • Identify and develop top-performing sales staff suited for VIC management in collaboration with the Store Manager
  • Partner with the Store Manager and Training Department to strengthen staff skills
Business Development
  • Foster a clienteling culture, ensuring a consistent experience from prospects to VICs
  • Design and implement store-level clienteling action plans aligned with global strategy
  • Analyze store performance on a weekly and monthly basis
  • Lead weekly CRM briefings at morning meetings
  • Review clienteling and retail KPIs, and propose tailored growth plans for staff to the Store Manager
  • Conduct training so staff can maximize use of clienteling tools
  • Collaborate with Store Manager, Retail, CRM, and Training teams to enhance clienteling skills
  • Expand the store's client network, leveraging store events and corporate activities
  • Support planning and execution of retail events and customer experiences
  • Build target lists for fashion shows, pre-sales, and pre-orders
  • Manage loyalty program budgets, gift selections, and targeting
Qualifications & Skills
  • Proven track record in driving significant sales growth through individual clienteling
  • Experience in transforming store teams' approach to clienteling, training staff, conducting competitor analysis, customer prospecting, and executing private appointments
  • Strong understanding of competitive markets and consumer trends
  • Ability to design and deliver personalized client experiences
  • Proficiency in Excel for reporting, analysis, and strategic recommendations
  • Flexible working style (including schedule and mobility between locations)
  • Proactive, action-oriented, and strong team player

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