Senior CRM Executive - Lacoste - Chalhoub Group
JOBLUX - UAE , United Arab Emirates
LACOSTE is a unique, casual luxury brand that aims to offer consumers with high quality and professionalism through creation, style, manufacturing and retail as well as providing a unique client experience regardless of distribution networks, physical or digital, everywhere in the world!
LACOSTE has built its brand around the consistent production of high quality products, from apparel and home furnishings to fragrances and accessories, and its commitment to conducting business according to the highest ethical and legal standards
We are seeking an expert, Customer Relation Management Executive to promote the brand position in the region in order to achieve the joint aims of building brand awareness and driving traffic to store and online.
You will be working on developing a strong knowledge about customers and industry trends in the region in order to provide the best in class customer experience
Your work will have a direct impact on driving the brand vision regionally and globally, and resulting into strong commercial priority across online and offline channels.
What you will do ,
Know our customers You will manage the CRM database, develop and execute measures for database evolution You will analyze and segment customer data, identifies VIP customer and develops appropriate measures of customer retention and revenue generation for different customer clusters Your responsibilities will include planning data selection and segmentation for effective and targeted marketing activities
You will track progress, sets up reports and brings necessary actions to improve CRM performances in stores Internal and external Benchmark Reporting
Communicate to our customers You will manage the multi-channel communication programs, and identify added value communication strategies to support customer acquisition, conversion, retention, cross-sell, up-sell and reactivation Create content for key customer groups across all channels Adapt the global CRM newsletter calendars and develop local relevant newsletters Manage all email marketing, including the planning, creation and testing of campaigns Close cooperation and development with Marketing and E-Commerce for 360 ° campaigns for customer approach You will be responsible for building a strong partnership with stores to give guidance & bring efficient communication Analyse, evaluate and optimize the CRM campaign, communicate with E-Commerce, Retail and Wholesale Implement future development opportunities; proactively plans for innovation
Manage the Loyalty Program You will be accountable for the launch of our new Loyalty Program. Implementation and management of all aspects of the program Logistics of purchasing and distribution of loyalty gifts Delivery of premium services offered to higher tiers (such as events, ticketing, exclusive product access…) Primary point of contact for all queries related to the program from store staff, HO teams and HQ Continually assessing KPI’s and delivering concrete improvements
We see success in the role as having a strong knowledge of the luxury consumer, the competitive landscape of the luxury industry, and an in-depth understanding of the evolving CRM processes to operate with a strong commercial priority across online and offline channels.
More specifically, we would love to hear from you if you can say yes to the below… You have a Marketing degree and background You have a minimum of 3 years of work experience in CRM ··Good coordinating abilities, strong communication skills
Good analytical skills and enthusiasm for Retail, E-Commerce and CRM trends
Solid knowledge of web-analytic tools, for example Google Analytics Previous experience of launching a Loyalty Program would be a bonus
Previous experience in similar role in the region (preferably in the Fashion industry)
Extensive experience of direct marketing ideally in a similar industry.
Strong background in customer acquisition, re-engagement and retention strategies
Practical experience managing customer-driven change programs
Cross-functional collaboration and good communication skills
Excellent project managerial skills and a process-focused aptitude that will enable the person to effectively execute multiple responsibilities and deliverables
Be self-motivated and proactive, have an insatiable thirst for knowledge
Critical attention to detail.
Be able to prioritize and meet deadlines while working on multiple projects
Creative problem-solving skills
Ability to create strong, meaningful, and long-lasting relationship
Ability to work in a fast-paced environment with ease
We can offer you
The opportunity to work with the globally renowned brand and drive Lacoste to new heights.
Staff discounts at all participating Chalhoub partner brands
The chance to live and work in a dynamic regional retail hub
Onsite canteen serving daily lunch