Prada Group Hiring for Client Development Manager, Miu Miu at New York City Metropolitan Area Full Time

Job Summary/Purposes

The CRM Manager is responsible for supporting efforts to develop, implement, and reinforce a customer-centric culture across different areas of the business ensuring the correct localization and execution of both global and local CRM strategies. The primary goals include driving revenue through developing strategies and activations to drive customer loyalty, repurchase rate, and increasing the number of top clients in each store, as well as recruiting high potential clients while supporting and contributing to the achievement of the regional store CRM KPIs. Additional responsibilities include developing in-store clienteling activities to support strategic vision and training and coaching store teams on how to build and cultivate client relations and properly execute and measure actionable and strategic clienteling activities to guarantee high quality and luxury brand standards.

Responsibilities

• Assist to develop and implement the CRM strategy for Miu Miu Americas (guaranteeing the localization and execution of Miu Miu’s Global CRM strategy)
• Design, develop, implement, and monitor customer engagement initiatives (through clienteling and client outreach initiatives) to drive loyalty and repeat business across different segments of the customer base across the area region
• Develop CRM insights and intelligence to support and promote new commercial actions on individual segments in the customer base (eg. outreach initiatives)
• Support the stores in the implementation of their clienteling strategies and CRM best practices
• Budget and cost oversight for each brand’s loyalty budget including gifting and experiences ensuring measurement and tracking of ROI
• Oversee and manage local training materials and training sessions across the territory on specific CRM topics including clienteling strategy, CRM best practices (eg. data capture and customer contacts), and commercial initiatives
• Contribute to the CRM and Clienteling perspective in partnership with other departments in the development and implementation of new launches, events, experiences, etc.
• Maintain oversight and accountability as the local point of reference on all aspects of CRM reporting, dashboard, and digital tools used within the retail store network

Clienteling Activities & Client Service

• Ensure the adoption and consistent execution and follow-up of the clienteling strategy, CRM tools and resources for the private appointment culture across the retail network with cross-functional department stakeholders
• Drive sales by managing the successful performance of customer-driven KPIs at the area and store level, leveraging the monthly reports and analytics
• Coordinate and control the constant mapping and follow-up of VIC clients with retail management, collecting significant information for commercial purposes to monitor the revenue generated by VIC business
• Support stores by providing targeted clienteling resources specific to business priorities, events, or experiences to ensure business generation, attendance, and client development
• Leverage client database to look into specific client profiles to develop action plans based on purchase and demographic characteristics of clients

Client Relations and Experiences

• Partner with store teams to constantly develop and follow up on action plans to grow existing VICs and develop future VICs
• Manage the client gifting and experience budget for the retail network in the area to further strategically develop and maximize client relationships
• Manage local client experiences (both internal and external) by proposing innovative new concepts, identifying client targeting segments, and proper execution and follow-up;
• Support Corporate team on client selection and management for both local and international experiences involving area clients to maximize and measure ROI
• Propose Prada experiences by client cluster or by local clients to increase related revenue driven by VIC client experiences, private appointments, and events
• Define requirements for each local experience along with store and local teams, to support, execute and manage local implementation and follow-up
• Partner with CRM and Client Development, Retail Operations, and Events on the execution of local retail activities and experiences to drive strong ROI
• Further, grow and manage the personal stylist business by recruiting top personal stylists in the area and growing the existing ones through personal relationships,
• Identify and recruit new high-potential clients through relationships in the community, partnerships, and market knowledge

Training and Team Development

• Reinforce and develop the clienteling culture and mindset of driving business through private appointments and promote Prada values and DNA
• Consistent training of store teams around clienteling culture and activities, as well as onboarding new store members following the region training resources to ensure consistency across store team skill
• Support the Store Management with all sensitive issues related to top clients and escalations
• Guarantee a constant information flow between the retail network and corporate

Requirements

• Bachelor’s Degree required
• Minimum of 8-10 years of experience in Client Development, Client Relationship, and/or CRM Analytics
• Expertise in changing store team behaviors around clienteling through training, competitive insights, client discovery, and private appointments
• Familiarity with competitive marketplace and passion for consumer trends
• Experience designing and managing tailored client experiences
• Knowledge of Excel and PowerPoint and experience drawing conclusions and recommendations from reports
• Collaborative team player who enjoys working in a cross-functional team environment
• Strong relationship-building and communication skills
• Strategic, analytical, and relationship-building competencies required
• Ability to outline a strategic plan, prioritize, and make recommendations
• Flexibility with work hours
• Extensive regional travel required

The annual salary range for this position may vary from $90,000 – $120,000, and if applicable, may be eligible for bonuses and other incentive opportunities. The rate of pay offered may vary based on job-related knowledge, skills, and experience.