MAIN RESPONSIBILITIES
CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
1. DATA ANALYZING & MONITORING
- - Track & report CRM KPIs monthly to help sales team/training team and store managers be aware of their performance and action to take 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.
2. 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, transfer of BCs occur.
3. CLIENT COMMUNICATION / GIFTS MANAGMENT
- Execute communication campaigns which support overall brand goals as well as product launch/animation objectives.
- Oversee, implement, and track gifting and samples (gift and samples) which includes forecasting and proper allocation to stores.
4. CLIENT ENGAGEMENT EVENTS
- Execute instore client events to drive retention and increase overall client average spend.
- Initiate and run client events which can help to enhance client’s overall brand love.
- Work with product marketing team to communicate events that support the overall product campaign objective (e.g. recruit existing non-skin clients to skincare).
5. 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.
- Work with training team to ensure clear understanding by field team on Dior’s CRM program
- Ensure proper handling of customer complaints and service recovery.
- Launching CRM driven initiatives locally.
- Manage budget relating to CRM activities.
ECOMMERCE
1. BUSINESS PLANNING & ROLL OUTS
- Implement the E-Commerce strategy and development: In respect with the brand model, ensuring incubation of new businesses & brand growth in E-Commerce, in line with brand’s identity and objectives.
- Work with internal development teams to roll-out new tools on brand website to improve customer experience on site.
2. ECOMMERCE OPERATIONS
- Work with Ecommerce executive to ensure timely website updates & e-merchandising excellence
- Monitor and drive E-Commerce sales daily and ensure profitability
- Accurate daily sales forecasting with clear activation plan in collaboration with relevant teams (MKT, CRM, Media, PR etc.)
- Work with Ecommerce executive to ensure smooth daily operation from order placement to order delivery.
3. PERFORMANCE MEDIA
- Collaborate with media team to ensure media efficiency for performance media buys (SEM, DPA, Shopping Ads…)
4. OTHERS
- Manage E-Commerce campaign analysis and reporting to central and regional E-Commerce team as request.
