The incumbent will be responsible for all CRM activities for Indonesia. This includes analyzing, monitoring, implementing, and reporting on Dior's Customer Relationship Management programs and initiatives while continually striving to increase the efficiency of these programs to improve results.
Main Responsibilities
DATA ANALYZING & MONITORING
- Track and report CRM KPIs monthly to help the sales team, training team, and store managers be aware of their performance and take action to achieve CRM goals.
- Analyze data to develop new tactical mechanisms (e.g. Recruitment campaigns, repurchase campaigns) or CRM program improvements to achieve CRM goals.
DATABASE MANAGEMENT
- Work with Beauty Consultants and Retail team to ensure proper update of client information.
- Ensure proper client migration (POS assignment, BC assignment) should any changes such as store closure, store opening, or transfer of BCs occur.
CLIENT COMMUNICATION / GIFTS MANAGMENT
- Execute communication campaigns that support overall brand goals and product launch/animation objectives.
- Oversee, implement, and track gifting and samples (gift and samples), including forecasting and proper allocation to stores.
CLIENT ENGAGEMENT EVENTS
- Execute in-store client events to drive retention and increase overall client average spend.
- Initiate and run client events, which can help to enhance clients’ overall brand love.
- Work with the product marketing team to communicate events that support the overall product campaign objective (e.g., recruit existing non-skin clients for skincare).
OTHERS
- Work on prospect recruitment through setting clear objectives with retail team for each animation.
- Work with Retail Team to ensure proper roll out of Dior Satisfaction Meter to all stores.
- Ensure proper handling of customer complaints and service recovery.
- Launching CRM driven initiatives locally.
- Manage budget relating to CRM activities.
