CRM Coordinator-NY Showroom

New York, New York Retail Posted March 17, 2023
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Title: CRM Coordinator-NY Showroom
Company Description: Luxury Menswear Brand
Location: New York, New York
Salary: $60K-$65K
Customer Journey
• Customer Portfolio Management – oversee correct and balanced Customer Portfolio allocations, suggesting assignments and reassignments inclusive of boutique openings / closure and Customer Advisor entry / exit / transfer and new-hire process management
•Proactively handle projects roadmaps and suggest initiatives to improve the CRM programs
• Top client strategy execution across gifts, events & experiences, overseeing ROMI tracking and ensure data collection and sharing from retail teams
• Identify opportunities for client delighting, gifting, service offering, experience organization; includes management of retail experiences, occasionally concierge companies and travel companies who provide the executional support for said experiences and delighting
• Liaising with Retail Marketing team and vendors to source gifting & place orders
• Coordinate with Customer Care to ensure required NPS follow-up actions
• Logistics with stores / delivery of goods
Customer Outreach
• Coordinate execution of calendarized CRM outreach planning in accordance with merchandising drops and revenue expectation
• Newsletter (EDM) and SMS campaigns coordination for omnichannel, retail & outlet
• Copy-writing customer outreach templates in liaison with the Marketing Coordinator
• Ordering & dissemination of marketing materials: MTM Mailers, Flyers, Cards, Catalogues
• Ensuring constant client data management and update from retail teams
• Day to day key advisor of the department for the retail teams and in-store CRM referent
• Build and maintain strong partnerships with other departments and cross functional
partners to facilitate clienteling topics across multiple communication channels
• Facilitate CRM actions and communications for retail store openings / closure in partnership with the local Events and Central CRM teams
• Promote clienteling actions to highlight best-in-class CRM practices that drive revenue, client retention and growth
• VIP Experience email address management
Onboarding & Training
• Develop training roadmap, materials and guides for clienteling tools and systems in liaison with L&D Department
• Partner with L&D Department to facilitate new hire trainings across all boutiques for retail managers and customer advisors
• Hold regular monthly retail onboarding calls for new hires and ad hoc calls for store openings
• Act as a clienteling mentor: host constant retail training refreshers to further develop the team’s clienteling mindset
Applications, systems & tools
• Oversee adoption and training of the internal clienteling application and PowerBI dashboards across all retail teams
• Partner cross-functionally to collect needs and best practices and outline priorities for app development/improvement roadmap
• Partner with local and Central IT team to troubleshoot and investigate technical issues in the app, capture app tickets, source solutions, feedback to store
• Through the internal CRM system, make available customer outreach templates on the clienteling application
• Vendor invoiced into finance systems
Reporting & Analysis
• Assisting with weekly & monthly CRM reports and KPIs to corporate functions and boutique staff, ensuring their comprehension of customer behavior and their impact on it
• Monitoring & tracking of core company’s KPIs
• Data export and initial analysis for presentation internally
• Adhoc reporting / deep dive as required, driven by business trends
• Other special projects as required
• Strong analytical profile, detail-oriented, with great communication and relationship-building skills
• Strong computer skills:
o Microsoft Office – Excel a must. Word, PowerPoint, Outlook
o PowerBI knowledge (or similar BI tools) highly preferred
o Microsoft Dynamics CRM or knowledge of other relevant CRM software a plus
• Ability to make data-driven decisions
• Exceptional organizational and project management skills. Ability to multi-task on many different projects
• Excellent interpersonal and follow-through skills
• Self-starter and a team player
• Proven ability to work both independently and collaboratively with different levels in the organization

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