PURPOSE OF THE JOB
The incumbent will be responsible for all CRM activities and Skincare product management 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. She/He will manage all matters related to Skincare product management, from forecasting, to pricing and campaign planning.
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.
PRODUCT MANAGEMENT
1. FORECASTING
- Ensure accuracy of product forecast and timely submissions for skincare including selling stocks, sampling and GWP elements.
2. PRODUCT ASSORTMENT
- Close monitoring of competitor’s skincare product assortment and thereby identify our key priorities in Indonesia to gain market share.
- Close management of PCD’s skincare assortment to ensure timely update of catalog and deactivation of discontinued items.
3. PRICING
- Review an analyze central’s recommendation of prices for skincare products. Ensure the pricing is competitive and in line with regional parity & local competitiveness.
- Review annual price increase with central team to ensure our prices stay competitive in the market.
4. CAMPAIGN MANAGEMENT
- Work with cross-function (CRM, Training, Retail etc) to develop 360 campaigns for all Skincare animations.
- Develop clear sampling and GWP strategies for skincare category
5. MEDIA
- Craft skincare media brief base on skincare objectives and work with internal media digital team to ensure proper execution & optimization of campaigns together with the help of agency.
