Client Relationship Manager

2 weeks ago

New York, New York, United States Etro Full time

ABOUT US:

ETRO is a renowned fashion house that has epitomized Italian elegance globally since 1968. With a commitment to textile innovation and meticulous craftsmanship, ETRO designs luxury apparel and accessories for both men and women, where a love for travel and sartorial heritage are central to every collection.

Division: Retail

Role: Client Relationship Manager

Report: Regional Director of Retail - Americas

Responsibility Level: Non-Managerial

Travel required: 30%

Organizational Responsibilities: High

People Management: Indirectly

Activities Managed: Clientele

Responsibilities for Costs and Results: Yes

SCOPE

The Client Relationship Manager will assist in implementing the client experience strategy and uncover opportunities for enhancing client development within the US Market. This position collaborates with boutique management to facilitate tailored client experiences, ensuring memorable interactions that foster brand loyalty. This individual will contribute to the rollout of all CRM initiatives for Online Retail, assess their business impact, and support ETRO through strategic positioning and tactical execution of branded experiences and customer journeys. A blend of analytical, creative, and technical skills is essential to devise and implement strategies that effectively engage and retain the ETRO clientele.

RESPONSIBILITIES

General

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

Clienteling

  • Support boutiques with Clienteling app training and utilization.
  • Analyze boutiques' inactive clients and strategize reactivation efforts while tracking results.
  • Collaborate with retail management to coordinate strategic clienteling activities that support both online and offline business development, including in-store events and collaborations.
  • Exhibit flexibility and adaptability to meet business needs.

Applications, Systems & Tools

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

Marketing Automation

  • Develop analytics to launch effective digital marketing initiatives in partnership with the CRM Manager.
  • Support store-based selling initiatives.
  • Assist in implementing VIC campaigns and programs.
  • Manage seasonal promotional analysis concerning customer behavior and KPIs.
  • Assign audiences, schedule, and launch email and SMS series to enhance VIC retention.
  • Work closely with teams to create CRM touchpoints that convert transactional clients into loyal purchasers.

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 necessary.
  • Identify creative opportunities to enhance customer and associate experiences, fostering customer loyalty.

Organizational Interfaces

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

Education / Experience

  • BA/BS degree or related experience, preferably in business management.
  • Minimum of 3 years of experience in the fashion industry (luxury preferred).
  • Proven success in managing a sales workforce and achieving results.
  • Proficient in Microsoft Office Products, including advanced Excel skills.

Specific Skills

  • Strong clienteling and analytical skills.
  • Creative problem solver with keen attention to detail, motivated, and self-driven.
  • Able to thrive in a fast-paced environment.
  • Excellent interpersonal skills are essential.
  • Strong organizational skills, attention to detail, and follow-through to resolve outstanding issues.
  • Exceptional verbal and written communication skills.
  • Able to devise solutions based on research and critical thinking.

This job description may not encompass all assigned duties, responsibilities, or aspects of the job described and may be amended at any time at the sole discretion of the Employer.

We are an equal-opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. It is the Company's policy not to discriminate against any employee or applicant for employment 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 (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Company will endeavor to provide reasonable accommodations consistent with the law to otherwise qualified employees and prospective employees with disabilities and to employees and prospective employees with needs related to their religious observance or practices.

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