Customer Relationship Specialist

2 months ago

New York, New York, United States Etro Full time

ABOUT ETRO:

ETRO is a renowned fashion brand that has epitomized Italian elegance globally since 1968. With a focus on innovative textiles and meticulous craftsmanship, ETRO designs luxurious apparel and accessories for both men and women, where a love for exploration and traditional tailoring are the cornerstones of every collection.

Division: Retail

Role: Client Experience Manager

Reporting To: Regional Director of Retail - Americas

Responsibility Level: Non-Managerial

Travel Requirements: 30%

Organizational Responsibilities: High

People Management: Indirectly

Managed Activities: Clientele

Accountability for Costs and Results: Yes

ROLE SCOPE

The Client Experience Manager will facilitate the implementation of the client engagement strategy and pinpoint opportunities for enhancing client development within the US Market. This position collaborates closely with boutique management to deliver personalized client experiences, ensuring memorable interactions that foster brand loyalty. The individual will assist in the deployment of all CRM initiatives for Online Retail, assess their impact on business performance, and support ETRO through strategic positioning and tactical execution of branded experiences and customer journeys. This role demands a blend of analytical, creative, and technical expertise to devise and execute strategies that effectively engage and retain the ETRO clientele.

KEY RESPONSIBILITIES

General Duties

  • Drive positive outcomes by executing objectives and monitoring progress and results effectively.
  • Manage weekly, monthly, and quarterly CRM reporting.
  • Provide comprehensive departmental support and assist with daily operational needs.
  • Identify opportunities to enhance client engagement and brand loyalty.
  • Offer assistance with Sales Force.
  • Compile well-defined performance metrics.

Clienteling Initiatives

  • Support boutiques with training on the Clienteling application and its usage.
  • Analyze boutiques' inactive clients and strategize reactivation efforts while tracking outcomes.
  • Collaborate with retail management to coordinate strategic clienteling activities that bolster online and offline business development, including in-store events and collaborations.
  • Exhibit flexibility and adaptability to meet business needs.

Applications, Systems & Tools Management

  • Oversee the CRM database, ensuring data accuracy and currency.
  • Collaborate with HQ to enhance data and reporting tools while ensuring boutique compliance.
  • Work with the CRM Manager to guarantee accurate, timely, and consistent campaign delivery.
  • Monitor and evaluate the success of content initiatives using analytics tools, providing data-driven recommendations for optimization.
  • Track retail sales monthly and overall product performance to inform future CRM initiatives.

Marketing Automation

  • Develop analytics to create and launch effective digital marketing initiatives in partnership with the CRM Manager.
  • Support store-based selling initiatives.
  • Assist in the implementation of VIP campaigns and programs.
  • Conduct seasonal promotional analysis related to customer behavior and KPIs.
  • Manage audience assignments, scheduling, and launching email and SMS campaigns to enhance and retain VIP clients.
  • Collaborate closely with teams to establish CRM touchpoints that convert transactional clients into loyal customers.

Customer Service & Communication

  • Act as the primary Customer Service Center (CSC) for E-Commerce to optimize communication flow and customer service level agreements.
  • Perform additional duties and responsibilities as required.
  • Identify innovative opportunities to enhance customer and associate experiences, fostering customer loyalty.

Organizational Interfaces

  • E-Commerce
  • Retail
  • Finance
  • Logistics
  • Customer Service

Qualifications

  • BA/BS degree or equivalent experience, preferably in business management.
  • A minimum of 3 years of experience in the fashion industry (luxury preferred).
  • Proven success in managing a sales team and achieving results.
  • Proficient in Microsoft Office Suite, particularly advanced Excel skills.

Essential Skills

  • Strong clienteling and analytical capabilities.
  • Creative problem-solving skills, with a keen attention to detail, motivation, and self-starting ability.
  • Ability to thrive in a fast-paced environment.
  • Excellent interpersonal skills are crucial.
  • Strong organizational skills, attention to detail, and follow-through to resolve outstanding issues.
  • Exceptional verbal and written communication skills.
  • Able to develop solutions based on research and critical thinking.

This job description may not encompass all assigned duties, responsibilities, or aspects of the role and may be amended at the Employer's discretion.

We are an equal-opportunity employer. We encourage applications from minorities, women, veterans, and individuals with disabilities. It is the Company's policy to avoid discrimination against any employee or applicant based on race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or expression, sexual orientation, marital status, military service, veteran status, physical or mental disability, or any other characteristic protected by applicable laws. The Company will strive to provide reasonable accommodations to qualified employees and applicants with disabilities or religious observance needs.

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