Tiffany & Co.

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CRM Senior Specialist - EMEA

CRM Senior Specialist - EMEA

Req # 
35438
Location 
UK-London

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Overview

The CRM Senior Specialist is responsible for recommending and guiding all marketing CRM Leads to implement Clienteling strategies and CRM programs. S/he will partner with the each market CRM Lead, Marketing Teams, Education Teams and Retail Teams to create a high performance clienteling culture, capabilities and programs to inspire our Sales Professionals to proactively build strong relationships with their local clients, enhance their Tiffany experience, both aimed at increasing customer loyalty and life time value.

 

The EMEA CRM Senior Specialist is a dynamic, attentive motivator who has strong relationship building skills with internal and external clients; someone that could be called a mentor, a teammate, a coach, while setting expectations for unsurpassed Tiffany customer service. 

 

The CRM Senior Specialist is an individual that builds a climate of service excellence and client development by partnering with Retail Management, Education Management and CRM Leads to maximize the performance of motivated and engaged employees who are sales plan achievers.  

Responsibilities

Client Development

  • Provide direction and support for client development & acquisition initiatives for CRM leads to deploy within each market
  • Partner with each CRM Lead to increase business opportunities, drive customer loyalty and increase purchase frequency
  • Communicate KPIs and align market activities to meet and exceed established goals
  • Champion and lead the clienteling strategy (CD100) across the Region. Report, coach and drive performance (portfolio targets and client repeat rate) in partnership with Market CRM Leads, Marketing Managers, Education Managers and Retail Directors
  • Partner with Regional/ Market Education Managers to provide Client Development training support across a range of audience and program needs
  • Coordinate all clienteling reporting and support tools for the Region retail team to ensure data capture, frequency, and retention KPIs are being achieved
  • Develop & guide innovative strategies for attracting new clients using existing external partners while investigating and validating new potential partners
  • Develop & guide with personalized VIP client experience programs in partnership with each regional team, where appropriate
  • Champion and guide for unsurpassed Tiffany customer service directly aligning with Tiffany Experience Index (TEI)/ Voice of the Customer Survey

 

Data Analysis & Management 

  • Collaborate with the market CRM Leads and Global CRM on segmentation of customer data and deploy customer contact strategy emailing, ecards, postal mailings, catalogues, gifting, and events)
  • Data management of customer data base, including collating and cleaning
  • Provide top-line summary reporting on all clienteling & CRM efforts (Portfolio, TEI/NSS, Email, DM)
  • Become Reporting Tool specialist for the Region by training /supporting all Market Leads when needed in collaboration with the Global CRM/Analytical Team. Hold reporting training sessions at least twice a year.
  • To be knowledgeable on data protection regulations and work to ensure data is managed in accordance.

 

Retail Consumer Collateral

  • Partnering with Global CRM and CRM Leads to manage production, polling, stock level and communication of locally produced customer collateral (Global Email, eCards, Direct Mail, Gifting, Retail Cards)
  • Give guideline recommendation for every customer outreach activity to ensure we drive the highest ROI (email, ecards, direct mail, gifting, retail cards, and events)


Client Events 

  • Help coordinate (VIP) customer guest lists for events in collaboration with Retail Sales Management, Market CRM & PR, while outlining full customer experience, from ‘initial invite’ to ‘Thank you’ to guarantee an excellent Tiffany experience.
  • Post-Event-Purchase Analysis


Fiscal

  • Manage all outreach activities costs to the agreed budgetary parameters
  • Provide budget allocation recommendations and tracking

Qualifications

  • 5+ years within a retail environment, services, hospitality or CRM
  • Strong knowledge of CRM disciplines in a results driven multi-channel marketing environment
  • Self-starter with a high degree of initiative and ability to confidently manage change
  • Strong understanding of relevant KPIs controlling performance and ROI
  • Previous experience with a client database with understanding of the Data Protection Act
  • Experience of managing budgets, promotional spending and external suppliers/partners
  • Strong communication and project management skills
  • Great attention to detail and highly organized
  • Flexibility to travel if necessary within the EMEA
  • University Degree or equivalent is prefered
  • Fluency is an additional European language will be a plus

 

 

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