International Clienteling and Retail Operation Manager (m/f/d) - Montblanc
- Employer
- Richemont
- Location
- Hamburg, Germany
- Closing date
- 16 Dec 2020
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- Function
- Sales & Business Development
- Level
- Manager
Job Details
The International Retail Operations team proactively shapes our Retail business, while ensuring a client-centric mindset across our 27 retail markets. This team enables our omnichannel and digital transformation, retail store operating model and operational efficiency. Therefore, this role will effectively implement processes/policies/tools and initiatives through relevant retail boutiques.
How you will leave your mark?
In this role will oversee the direct 1 to 1 communication and will ensure the alignment with the 1 to many communication (marketing automation via Salesforce and brand communication):
Clienteling:
- Lead the development of Clienteling (app) and manage the roll-out of clienteling (app) at retail markets
- Define and set the right programs for various client group to be pushed to boutique teams (mostly through the clienteling app), including guidelines and development plan (training, etc.)
- Set targets for each tasks (on clienteling app) for sales associates and challenge the performance of each market
- Lead the development of Clienteling Content and define the customer journey
- Create reportings and analysis to support the retail clienteling objectives and analyze trends, understand purchasing patterns for the selected market
- Work with the Training Department to develop all the relevant training materials on the clienteling skills (engagement during the first visit, data capture, after-sale reactivation technics, client objections management etc.)
- Be responsible of defining (in close collaboration with the different regions) the clienteling KPIs targets (client retention, data capture & fulfillment, etc.)
Retail Operation:
- Live a client-centric mindset, to drive retail operational excellency across all markets
- Support the development and maintenance of all retail operational process and policy in line with compliance and finance/audit and communicate with retail team in the markets and all related department
- Support development and drive digitalization, operational efficiency and implementation of retail tools with IT department
- Support the development and ordering process of Montblanc Uniform as well as contribute to the development of key market retail strategies
Retail Performance:
- Develop relevant performance monitoring tools
- Develop specific initiative, promotion & activation to promote Sales Excellence and continuous performance improvement, so that specific retail KPIs are met
How will you experience success with us?
- Strong Expertise with clienteling app and CRM tools. Previous Experience with Salesforce being a plus
- 3+ years retail management / retail operations /project management experience in a retail environment (Retail- store, district and regional leadership of retail and franchise stores advantageous)
- University degree in business, ideally with marketing and sales focus
- Strong analytical skills and critical thinking
- Strong in organization, flexible and agile
- Strong interpersonal skills (communication, influencing, stakeholder management)
- Advanced user of MS Office suite of products
- Fluent in English
- Additional languages is a plus
We are looking forward to your application!
Company
With some +35,000 colleagues worldwide, the Group comprises 18 Maisons and two online distributors. We apply our avant-garde mindset, artistic vision and craftsmanship to watch-making, jewellery, writing instruments and high-end fashion and accessories. Each Maison and e-commerce platform functions as an international business with a family feel and is led by an entrepreneurial spirit and respect for tradition, making the Group a game changer in the high luxury industry. Innovation is at our core. Our history is marked by the achievements of our people. They push the limits and turn the ordinary into the extraordinary. By encouraging innovation across our business and making it a priority, we deliver the ultimate high luxury experience. They participate in groundbreaking ventures like the YNAP/Alibaba startup and our own research and development hub Micro city. Focused on the horizon, the Group maintains its position as an established industry leader.
- Location
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Geneva
CH
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