CRM Manager - Mall of the Emirates - Dubai

PositionJob PurposeThe CRM Manager will be responsible for creating, implementing, and analyzing Dior’s clienteling programs to support the business. The candidate will be in charge of the department’s training and communication with retail boutiques, including hosting business review and training calls. The individual will partner closely with stakeholders from Retail Communications, Training, E-commerce, Merchandising, IT, Events, PR, and the Central CRM teams.Tasks And ResponsibilitiesCLIENT PROGRAMSOversee all boutique level clienteling programs and execute strategies outlined by Central CRM including client growth strategies, capture retention initiatives, etc.Create and lead local clienteling actions to promote best-in-class CRM practices that drive revenue and promote client retention and growthOversee e-clienteling programs in partnership with the local call center and e-commerce teams such as: identifying outreach opportunities and gifting strategies, decreasing return rate, increasing repeat shoppers, etc.Efficiently prioritize execution of projects to meet deadlines and set objectivesProactively handle the project roadmaps and suggest initiatives to improve the CRM programsOversee the ambassadors’ program by hosting calls, deck development and managing lesson plansApplications, systems & toolsOversee roll-out, adoption and training of internal clienteling applications across all retail teamsPartner cross-functionally to collect needs and best practices and outline prioritizes for app development roadmapPartner with Central CRM &; IT to lead evolution pilot programs and change management for system updatesPartner with local and Central IT team to troubleshoot and investigate technical issuesCommunicationLead the department’s communication for the retail teamsBuild and maintain strong partnerships with other departments and cross functional partners to facilitate clienteling topics across multiple communication channelsFacilitate CRM actions and communications for retail store openings / closure in partnership with the local Events and Central CRM teamsOnboarding & trainingDevelop training roadmap, materials and guides for clienteling tools and systemsPartner with Retail Training and Retail Communications to facilitate new hire trainings across all boutiques for retail managers and sellersHold regular monthly retail onboarding calls for new hires and ad hoc calls for store openingsHost bi-weekly retail training refreshers to further develop the team’s clienteling mindsetSkills And CompetenciesStrong project management skills with ability to follow-through and prioritize (able to handle multiple projects simultaneously and meet deadlines)Proactively coordinate projects and suggest initiatives to improve the CRM programsExcellent organizational skills with attention to detailOutstanding communication skills, verbal and written (strong interpersonal skills)Strong analytical skillsAbility to make autonomous decisions in a timely mannerAbility to demonstrate patienceAbility to work in a fast-paced environmentAdditional informationRequirementsBachelor’s Degree in Business, Marketing, or related field5 years of experience in a relevant position in CRM/MarketingExperience in clienteling, developing/driving initiatives/adopting internal client applications and systemsExperience presenting in large groups and developing presentation materialsExperience working with client data, understanding KPIs and running reportsKnowledge of current best practices in the industryExperience is luxury retail a plusExperience with Salesforce, Adobe a plusExperience planning, creating and driving processes