Van Cleef & Arpels Client Development CRM Coordinator

Job description

WHO ARE WE?

A high jewelry Maison who promotes exceptional know-hows in an enchanting creative, poetic and culture background environment!
Our Maison is looking for men and women with multiple talents to contribute to developing and transmitting their expertise with care and no compromise.
By joining us, you will be surrounded by experts with a passion and will contribute to various different projects allowing our Maison to regularly reinvent itself.

 

MAIN PURPOSE              
The client Development Coordinator’s main mission is to strengthen client knowledge and maximize the usage of client database to inform business decision and draw action plans to be implemented in our BTQs. He/she will act as a liaison with the stores to coordinate and share client related information (clients list and yearly contact plan around product launches, events, personal relevant data -anniversary, etc.-). He/she will also liaise with the e-BTQ / Omnichannel assistant manager to assist in the implementation and coordination of omnichannel projects.

 

 

Key responsibility 1 : Client Knowledge Analysis and Diffusion

·  Create, extract, analyze and diffuse client-centric reports and dashboards, highlighting short term and mid-term trends and providing suggestions for action plans in line with VCA local client strategy around product launches, events, etc. Type of reports to be provided :
·  Monthly Boutique Dashboards.
·  Monitoring of key KPIs : Average spend and Repeater rate.
·  Monthly client profile reports (Acquisition, Nationality, Residence, Loyalty, etc).
·  Client life cycle, product purchasing pattern analysis.

Special focuses: High Jewelry potential evolution, downgraded clients, omnichannel clients.

 

Key responsibility 2 : Manage Client Database completeness, accuracy, growth and maintenance

·  Conduct in-depth cleansing of VCA Japan database on a regular basis and maintain accuracy of database over time.
·  Monitor client capture rates.
·  Support boutiques in providing qualitative database analysis and recommendations.
·  Support boutiques management with client reassignments.
·  Support sales associates with procurement of client lists.

Manage general client database (merging, etc.).

 

Key responsibility 3 : Assist with local gifting, e-CRM and market benchmark

·  Develop and enhance the E-CRM strategy :
·  Collect and analyse data to measure campaign efficiency.
·  Analysis of competitors E-CRM strategy.
·  Propose new format for E-CRM tools.
·  Coordinate Gifting campaigns
·  Help coordinating all on-going CRM projects and Gifting campaign initiatives.
·  Analyse campaigns results and impact.
·  Market Intelligence : assist and support Client Development Manager in researching, collecting and aggregating quarterly reports on luxury and consumer market trends.

 

 

Key responsibility 4: BTQ Training

·  Participate in boutique training on specific occasions (new tool, new boutique, new SA, etc.)

 

YOUR PROFILE :

Education:

- Bachelors Degree.

Experience:         

- 3-5 years of related analytical and datamining experience in mature CRM industry.

- Previous experience in luxury industry preferred.
Skills:

- Structured and analytical mind – strong analysis / synthesis / planning abilities.

- Excellent computer skills are required, especially proficiency on Excel.

- Organizational skills with need to manage multitasks in a hectic environment at times.

Behavioral competency

- Client centric : great sensitivity to clients’ needs & aspirations.

- Genuine Team Player.

- Excellent interpersonal skills, verbal and written communication skills.

- Native Japanese fluency, English is a plus.

 

CONTACT:

If there are any questions regarding this posiiton, please contact  Richemont Japan H R Talent Acquisition team < jp.hr_talent@richemont.com >.

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