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Client Relationship Management Specialist

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Paris, Île-de-France Prada Temps plein

Founded in 1913 in Italy, the Prada Group has established a legacy of excellence combined with a forward-thinking vision. As a global leader in the luxury industry, the Group operates in over 45 countries, representing prestigious brands such as PRADA, Miu Miu, Church's, and Car Shoe, with a diverse workforce exceeding 100 nationalities.

The recent acquisition of Pasticceria Marchesi 1824 signifies the Group's strategic entry into the culinary sector, maintaining the same high standards of quality. Additionally, the Prada Group is actively engaged in the art world, enhancing its presence through contemporary art initiatives that are continually evolving.

Working with us means being part of a creative and international atmosphere, where teams are driven by curiosity and a commitment to excellence. Our success is fueled by the talent and passion of our employees, fostering their professional development.

JOB PURPOSE

The In-Store CRM for Miu Miu at Galeries Lafayette is tasked with enhancing and advancing CRM and clienteling strategies within the store, while providing support to the sales team with a strong emphasis on driving business through client engagement initiatives and personalized appointments.

RESPONSIBILITIES
  • Assist the store by ensuring that sales personnel are effectively engaging clients through outreach efforts (outbound communications) and personalized appointments.
  • Conduct ongoing training and development of store teams on CRM and clienteling practices, including onboarding new team members to ensure uniformity in skill sets across the team, utilizing CRM/clienteling digital tools and processes.
  • Oversee the creation, implementation, and execution of store CRM outreach initiatives, which includes defining local outreach activities, extracting client target lists, executing initiatives through client advisors, and monitoring initiative performance.
  • Ensure adherence to and consistent execution of the Group's clienteling strategy, resources, and culture among all store team members.
  • Provide tailored feedback to store staff regarding specific CRM initiatives and updates.
  • Promote and share best practices in clienteling with store personnel.
  • Manage the budget for client gifting and customer experience initiatives to strategically enhance client relationships.
  • Track and analyze key performance indicators (KPIs) at both the store and individual client advisor levels, including client outreach (through customer interactions), private appointments, client data capture KPIs, clienteling productivity, and outreach initiative performance.
  • Educate, train, and actively encourage sales staff on the utilization of available digital tools (e.g., C-Sphere) to execute clienteling initiatives effectively.
KNOWLEDGE AND SKILLS
  • Experience in luxury retail is preferred.
  • A strong technical aptitude and digital mindset are essential.
  • Language proficiency: English, along with another mandatory language.
  • A client-centric approach, problem-solving abilities, flexibility, empathy, and energy are key attributes.