Head of CRM
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Head of CRM

LVMH

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Head of CRM

About the job

Poste
The Head of CRM is responsible to support the brand desire and the business through LP’s customers engagement, understanding dynamics of client’s needs, unexpressed desires and purchase cycle, defining O2O strategies and actions to develop actual customers and recruit new ones improving their loyalty and satisfaction.

Profil
Responsibilities: · Leads global CRM strategy and action plans (coordinating also consistent local plans, responsible for all the activities of customer data collection to provide meaningful business insights to drive marketing/client actions to achieve customer KPI’s · Manages the increase of Customer satisfaction and Customer loyalty also through Customer Benefits Program and Operations Lifecycle Calendar · Develops new campaign focusing on engaging the customer in a one to one relationship, giving customers an experience they will remember and look for again, fostering the perception that marketing is a tailored service and avoid over communication · Plans and executes activities to increase the overall value of customers and therefor the overall trade and loyalty to the brand · Drives the customer contact strategy and ensure the number of contact is relevant and adequate for each customer segment · Manages the 1-2-1 customer communications plan, defining the target customer for each campaign and the proper channel strategy · Defines, orchestrates, monitors and measures the overall productivity and efficiency of all customers campaigns, events and other actions · Drives Customers communication related to Brand activation campaigns · Captures customer and prospect information through survey, competition, socials, viral marketing · Analyzes and shares campaign results · Manages the CRM budget · Strictly cooperates with all other functions driving them into a customer centric approach

Information additionnelle
· University degree in Business economics (Business school degree) · Solid experience in Customer Insights, Market Research, Business Analysis, customer engagement/development (CRM) · Leadership in developing strategies and executing against roadmap to drive change · Must have a strong commercial outlook and the ability to manage project delivery through internal and external stakeholders · Nice to have previous experience in Fashion/Luxury market

Closed

Head of CRM

Milan, Italy

Full-time, Indefinite

Start Date:As soon as possible

Latest start date:

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