CDI - Global Clienteling Manager - F/H

Welcome to RIMOWA, the first German Maison under the LVMH Group.

In a context of strong acceleration of RIMOWA's global client development strategy, we are looking for a Global Clienteling Manager to join the crew.

Reporting directly to the Lead Activation and Clienteling, and part of the CRM and Data department, the Clienteling Manager will be responsible for developing and implementing omnichannel clienteling strategies to enhance acquisition, customer relationships, drive sales and increase loyalty.

The Clienteling Manager will work closely in an international context to support our markets and collaborate with several HQ departments to ensure that both, brand and client needs, are met in a 360° manner.

Your mission will be to impulse, lead and drive key value-driven projects aimed to develop our contact base from recruitment to loyalty.
You will be responsible for the global animation of our sales community in order to drive engagement, ensure smooth communication and clarity of the objectives.
As Global Clienteling Manager, you will also be expected to follow-up on clienteling performance and measure the business impact of our initiatives.

1)Campaigns & Clienteling Programs :

• Head and build the design of our clienteling strategy for product launches in collaboration with the CRM Campaign Coordinator from a 1to1 standpoint
• Ideate and create creative concepts for in-store and out of store animations to support key launches and key client moments
• Sponsor the successful launch and roll-out of our digital clienteling program
• Lead and coordinate our client gifting and delight strategy
• Support and follow-up on local market's clienteling activities and programs.
  

2)Community Animation & Collaboration :

• Lead and animate our Retail CRM Ambassadors program globally
• Build a quarterly communication calendar to foster engagement and give visibility on key CRM & Clienteling projects
• Develop training materials and guidelines to ensure clear understanding and adoption of clienteling best practices
• Collaborate closely with Retail, Training, Marketing and e-Commerce to ensure cross-brand alignments
• Create and lead two global CRM challenge per year to engage the community and contribute to the attainment of our objectives
• Contribute to the improvement of clienteling adoption in Store and satisfaction regarding the benefits, usefulness and simplicity of key CRM tools.
  

3)Clienteling tools :

• Collaborate with the CRM Project Manager and CRM Product Owner in order to identify, ideate and launch new features on our global clienteling application
• Support the roll out of new features on our clienteling tools and follow-up on their adoption
• Lead the creation of training materials related to CRM tools in store.
  

4)Performance & Measurement :

• Monitor on a regular basis the clienteling performance at global, regional and store level to identify growth opportunities
• Measure the business impact of the implementation of global and regional clienteling activities, and optimize the results of our 1to1 campaigns
• Track and report on clienteling performance, including impact on sales and client retention and design relevant action plans
• Collaborate with the CRM Project Manager in order to understand our CRM tools adoption and follow-up on the usage of our application at store level.
  

Your profile :

We are looking for candidates with a proven experience of 8-10 years in clienteling, CRM, Client development or a similar role.
Experience in the luxury sector and/or in retail is a plus.
The right candidate will bring a creative and data-driven mindset, with the ambition to foster engagement and contribute to RIMOWA's business growth.

• Master's Degree or equivalent
• You are diligent, autonomous, curious and organized
• You are analytical, comfortable with reporting and Microsoft Excel and able to identify key insights to turn them into actions.
  
• You believe in collaboration and simplicity
• You are a problem solver and quick to find workaround when confronted with road-blocks
• You are proactive and comfortable working with different cultures
• You are fluent in English.
  

Celebrating our inclusive and diverse culture is core to RIMOWA's DNA.
We know that for our business to thrive, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate and to reflect our broad consumer base.
We view diversity as one of the key enablers that helps our business to grow.

Bienvenue chez RIMOWA, la première maison allemande du groupe LVMH.

Dans un contexte de forte accélération de notre stratégie client, RIMOWA recherche un Global Clienteling Manager pour rejoindre le crew.

Reportant directement au Lead Activation and Clienteling et faisant partie du département CRM et Data, le Clienteling Manager sera responsable de développer et de mettre en oeuvre des stratégies de clienteling omnicanal afin de contribuer à l'augmentation des ventes et de continuer à améliorer nos kpis d'acquisition, de rétention et de réachat.

Le Clienteling Manager travaillera dans un contexte international pour soutenir nos marchés et collaborer avec plusieurs départements du siège afin de garantir que les besoins de la marque et des clients soient satisfaits de manière globale.
Votre mission sera d'impulser, diriger et mener des projets clés axés sur la création de valeur visant à développer notre base de contacts, de la prospection à la fidélisation.

Vous serez responsable de l'animation globale de notre communauté de vente afin de favoriser l'engagement, d'assurer une communication fluide et la clarté des objectifs CRM.

En tant que Global Clienteling Manager, vous serez également chargé de suivre la performance du clienteling et de mesurer l'impact commercial de nos initiatives.

1)Campagnes et Programmes de Clienteling :

• Diriger et concevoir notre stratégie de clienteling pour les lancements produits d'un point de vue 1to1 en collaboration avec le Coordinateur de Campagnes CRM
• Imaginer et créer des concepts créatifs pour des animations en magasin et hors magasin afin de soutenir les lancements clés et les moments clients importants
• Sponsoriser le lancement et le déploiement de notre programme de clienteling digital
• Diriger et coordonner notre stratégie gifting
• Soutenir et suivre les activités et programmes de clienteling des marchés locaux.
  

2)Animation de la Communauté et Collaboration :

• Diriger et animer notre programme de CRM Ambassadeurs Retail à l'échelle mondiale
• Établir un calendrier de communication trimestriel pour favoriser l'engagement et donner de la visibilité su.