Group CRM Manager

Main responsibilities include:

• Working on client acquisitions , developing and retaining these new clients
• Participate in building and activating actions plan based on client lifecycle and segmentation profiles
• Leading by example by developing individual relationships with clients to enhance their relationship with the store
• Supporting the team with scheduling and promoting MTO appointments, working closely with the teams to ensure that this service is exceptional , following through all orders and updates the clients and team of developments
• Build and maintain a book of high value clients; identify their preferences; follow-up on inquiries and concerns
• Propose and facilitate exceptional customer experiences
• Communicate regularly with clients to maintain and grow relationships through the various outreach tools provided and where required bespoke outreach to key clients
• Overseeing the scheduling of bridal appointments ensuring that the clients receive exceptional customer service
• Managing and participating to development of client loyalty programs
• Ensuring consistent follow up on all action points relating to CRM (phoning, emailing, mailing)
• Focusing on clients analysis to drive growth strategies and actions, identify upsell & cross-sell opportunities