Job Description
A career in Maison Valentino is your chance to grow in a reality where business and creativity meet and thrive in an inclusive, and open-minded community.
Maison Valentino believes in a colleague-centric approach, where our contribution and behaviors as individuals are the secret of our success as a community. Each Valentino colleague is crucial to guarantee that every need in Valentino is met with mastery, creativity, uniqueness, and care.
Job Mission:
Planning, organizing and executing CRM & Client Engagement activities such as Event, VIC Management, Loyalty Programs, Data Management and Reporting to build & strengthen Valentino’s brand to client.
MAIN DUTIES AND RESPONSIBILITIES:
Clienteling Strategy and Marketing Activities:
- Monitor and support the improvement of the store teams’ performance in terms of productivity, process adherence, client satisfaction, clienteling execution.
- Support local level of CRM & Client Engagement Activities for both DOS & Outlet channel:
- CRM KPI Monitoring
- Direct Marketing activities
- Client Engagement events
- Co-marketing activities
- Loyalty, Thank you, Replenishment, Churn Prevention programs execution
- Proper usage and adoption of in-store CRM tools
- Coordinate and execute client treatments, communication initiatives and strategic engagement activities
- Organize and execute VIC programs and client events, including proposal preparation, RSVP management, agency coordination and event operations
- Monitor campaign performance and provide analysis and recommendations for optimization
- Support store-level promotional activities and client recruitment initiatives
- Perform ad-hoc duties and projects assigned by stakeholders.
Customer Database Management / Analytics and reporting:
- Manage CRM master data and business reporting processes to support clienteling strategies and initiatives, including:
- Data Collection Process and the DB Management
- Privacy policy compliance
- CRM systems and tools management
- Analyze client and campaign performance data to identify opportunities for conversion, retention and reactivation.
- Work closely with store and retail teams to continuously improve customer data accuracy and quality.
- Monitor, update and communicate with stores and HQ regarding Calling Campaigns, Diamond in the Rough Contest and other CRM initiatives.
- Support the CRM Manager in preparing weekly, monthly and quarterly CRM reports.
- Stay up to date on HQ CRM initiatives, market trends and competitor activities.
Promotion:
- Coordinated monthly direct mail to department stores in cooperation with retail department & outlet stores
- Assist ad-hoc promotion activity per store.
Miscellaneous:
- Management of CRM materials and tools (Order & tracking)
- Internal response of inquiries related client
- Management of Pre-order tool guideline to communicate among store, MD, HQ CRM
POSITION REQUIREMENTS:
Knowledge, Skill & Personnel Quality:
- Data analytics skills
- Proficient with Excel, SAP, any other analysis tool
- Loyalty program experience a plus
- Excellent communication and interpersonal skill with organized mind set
- Fluent English skill both written and spoken
- Project management experience
- Self-motivated, enthusiastic
Qualification:
- BA degree or above
- Minimum 5 years of experience in clientele and marketing experience
- Experienced in luxury or cosmetic industry
The Valentino ecosystem is home to a wide and extraordinary pool of talents, each colleague contributing with their unique attributes, nurturing a culture of inclusivity and equity. Inspiring sense of belonging, passion and engaging colleagues are the bases of our inclusive and multifaceted world.
