Client Relations Manager - Beverly Hills
Apply NowCompany: Christian Dior FR
Location: Beverly Hills, CA 90210
Description:
Job Title: CRM Manager
Job purpose:
CRM Managers are responsible for partnering with the Boutique Management team to build a clienteling culture and drive client growth. They help plan and implement initiatives for each client's before, during and after service activities. They support the sales and management teams with CRM, Special Events, Client Development activities that are aligned with corporate strategies and ensure proper follow-up is conducted by each sales associates with their clients.
Main Tasks and Responsibilities
CRM Initiatives
Be Dior
New Client Roadmap
Gifting
Other Initiatives
Sales Associate Client Development
Client Data & KPIs
Other Responsibilities
Ability to:
The selected candidate will be offered a salary within the range of $120,000 - $140,000 annually, plus bonus eligibility. The salary offered will be dependent upon the candidate's relevant skills and experience. Christian Dior Inc. offers comprehensive benefit plans such as medical, dental, vision, Flexible Spending Accounts, and short and long-term disability. Additional employee perks include, but are not limited to employee discount program, various paid time off, volunteer time off, holidays, mental health and wellbeing support, family friendly benefits, reproductive health care, child and elder care services, commuter benefits, 401k plans with an employer contributions matching plan, employee referral program, and more.
ADDITIONAL INFORMATION
Christian Dior was the designer of dreams. In founding his House in 1947, marked by the revolution of the New Look, he metamorphosed his reveries into wonderful creations. Christian Dior Couture, the Houst of Dreams, is recognized for its French heritage and vibrant culture sublimating its unique Savoir-faire and Creativity through empowering "metiers d'art". Our Maison is a destination for sustainable growth & success where we shape the future of our Talents in a positive, authentic & generous environment. We bloom & deliver excellence with passion, determination, courage & optimism to offer meaningful & daring codes.
Christian Dior Couture is part of the LVMH Group, where People Make the Difference. We value, celebrate, and welcome each unique talent and strive to create an inclusive environment providing all employees a sense of purpose. Beyond your role, we recognize the importance and passion of creating communities with shared values that enrich and impact beyond our organization. As an employee, you will have an opportunity to engage in our employee-led communities such as Sustainability, Diversity, Equity and Inclusion, and Corporate Social Responsibility.
Christian Dior Couture provides equal employment opportunities to all employees as part of the LVMH Group, which attaches great importance to ensuring that its Maisons and their partners share a set of common rules, practices, and principles with respect to ethics, social responsibility, and protection of the environment.
Job purpose:
CRM Managers are responsible for partnering with the Boutique Management team to build a clienteling culture and drive client growth. They help plan and implement initiatives for each client's before, during and after service activities. They support the sales and management teams with CRM, Special Events, Client Development activities that are aligned with corporate strategies and ensure proper follow-up is conducted by each sales associates with their clients.
Main Tasks and Responsibilities
- Management Partnership/Alignment
- Proactively touchbase and connect with the boutique management to develop weekly, monthly, quarterly, yearly client planning
- Ensure store teams (from managers to sales associates) are aligned on all client initiatives (from corporate to in-store) and actions to take by leading Diorly meetings and hosting one-on-one daily/weekly touchbase with sales associates
CRM Initiatives
Be Dior
- Be the point person to ensure ALL team members (managers to sales associates) understand the importance of Be Dior and how to use the tool
- Provide on-boarding training for new hires
- Provide weekly refresher for team members as necessary
- Ensure sales associate accountability for Be Dior usage
- Ensure each sales associates use Be Dior daily with minimum usage of 15 minutes per day
- Ensure each sales associate applies the Be Dior checklist
- Go over the checklist with each sales associate daily and coach their outreach
- Proactively update Be Dior checklist for sales associates to use and communicate the modified versions to CRM corporate
- Proactively use Be Dior reporting and functions such as OTO to drive and monitor the business
- Ensure proper transition of clients belonging to former sales associate. Identify best sales associate to allocate the client to, allocate in Be Dior and be involved in the outreach to those clients to ensure successful transition
New Client Roadmap
- Ensure properly, timely and important follow-up of ALL new clients
- All sales associates to outreach to achieve repeat sales from new clients within 6 months of the first purchase
Gifting
- Lead all client gifting from global celebrations - Manage lists by including high potential and new clients. Ensure each sales associate meets his/her ROI goal
- Lead one to one gifting such as birthdays, etc. Proactively identify upcoming client birthdays, identify appropriate treatments/gifts, communicate to corporate in a timely manner and work with sales associate to create the moment for the client
Other Initiatives
- Ensure new initiatives are communicate and understood by each team member
- Complete all necessary actions per guideline in a timely manner
Sales Associate Client Development
- Meet with each sales associate on a weekly basis to ensure daily, weekly outreach is happening
- Evaluate each sales associate's outreach/communication and coach to drive better results
- Ensure daily client outreach - which is correctly conducted
- Ensure each sales associate is hosting minimum of 1 appointment per day and provide coaching an help with appointment preparation applying tools such as Be Dior
- Identify clients about to upgrade and downgrade and proactively work with each sales associate to ensure client development
Client Data & KPIs
- Ensure client information is correctly collected on the client card and entered into Xpert/Be Dior and each sales associate is complying to the SOP
- Ensure proper organization and comply to the client card SOP
- Outline and distribute client goals in line with corporate CRM KPIs and ensure each sales associate is achieving them through proactive client planning
- Pyramid Goals
- Evolution Goals
- Repeat Goals
- Birthday Planning
- Collect Rate
- Prospect Capture
- Daily/Weekly review the CRM KPI report to evaluate boutique and sales associates' client performance and develop client action plans to get results
- Proactively apply Be Dior reports
Other Responsibilities
- Ensure follow up with clients is done consistently to meet Mystery Shop result targets
- Complete all administrative tasks relating to client initiatives such as but not limited to:
- List evaluation for gifting, invitations, show nominations, etc.
- Ensure gift arrival, tools, etc.
- Assist Boutique Director with various store operation duties as needed, including opening and closing of boutique
- Proactively develop action plans that's significant and share ideas with CRM corporate
- Proactively communicate changes/updates to store team members to ensure accurate reporting
- Regularly partner with CRM, Events & Client Development corporate members
- Partner with PCR Director to ensure holistic client execution in-store
Ability to:
- coach and advise sales team on client outreach
- provide outstanding customer service in person and by telephone
- use client reports and create actions
- communicate in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide information to all employees, corporate personnel and customers
- proactively update corporate teams on client activities in the boutique
- Experience in Retail, preferably in a luxury environment
- Strong client focus mentality
- Sense of initiative and commercial creativity with fashion sensitivity
- Strong knowledge of the luxury industry with fashion sensitivity consistent with the brand
- Strong interpersonal, communication, organization and follow-through skills
The selected candidate will be offered a salary within the range of $120,000 - $140,000 annually, plus bonus eligibility. The salary offered will be dependent upon the candidate's relevant skills and experience. Christian Dior Inc. offers comprehensive benefit plans such as medical, dental, vision, Flexible Spending Accounts, and short and long-term disability. Additional employee perks include, but are not limited to employee discount program, various paid time off, volunteer time off, holidays, mental health and wellbeing support, family friendly benefits, reproductive health care, child and elder care services, commuter benefits, 401k plans with an employer contributions matching plan, employee referral program, and more.
ADDITIONAL INFORMATION
Christian Dior was the designer of dreams. In founding his House in 1947, marked by the revolution of the New Look, he metamorphosed his reveries into wonderful creations. Christian Dior Couture, the Houst of Dreams, is recognized for its French heritage and vibrant culture sublimating its unique Savoir-faire and Creativity through empowering "metiers d'art". Our Maison is a destination for sustainable growth & success where we shape the future of our Talents in a positive, authentic & generous environment. We bloom & deliver excellence with passion, determination, courage & optimism to offer meaningful & daring codes.
Christian Dior Couture is part of the LVMH Group, where People Make the Difference. We value, celebrate, and welcome each unique talent and strive to create an inclusive environment providing all employees a sense of purpose. Beyond your role, we recognize the importance and passion of creating communities with shared values that enrich and impact beyond our organization. As an employee, you will have an opportunity to engage in our employee-led communities such as Sustainability, Diversity, Equity and Inclusion, and Corporate Social Responsibility.
Christian Dior Couture provides equal employment opportunities to all employees as part of the LVMH Group, which attaches great importance to ensuring that its Maisons and their partners share a set of common rules, practices, and principles with respect to ethics, social responsibility, and protection of the environment.