Overview

CRM Manager Jobs in Dubai – UAE at Cartier

Title: CRM Manager

Company: Cartier

Location: Dubai – UAE

Type: Contract


Category: IT/Tech, Customer Service/Help Desk

Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.

MAIN PURPOSE

The CRM Manager is responsible for the implementation and optimization of the customer database, highlighting the key touch points for the customer journey and defining the key marketing activities to improve customer experience, acquisition, retention and engagement whilst providing and understanding comprehensive reports to analyze the customer journey.

KEY RESPONSIBILITIES


Within CRM, the key responsibilities revolve around appropriate data collection and database management, customer intelligence, analysis of customer journey defining appropriate customer communications, working with external agencies for analytics and segmentation, and other operational support such as VIP rewards planning.

Database management: ensure existing CRM database is well maintained

Reporting: support UAE, Regional and Global teams in terms of CRM and VIP reporting needs, including standard monthly KPI reporting

CRM capability: work with the Retail management and Training teams to ensure that boutiques have appropriate CRM and database management capabilities, including databased build up and maintenance

Wholesale support: coordinate with the Wholesale team to support the transfer of Retail CRM capability as appropriate

Lead innovation by identifying, circulating, implementing industry best practices/methodologies for client centricity transformation as part of overall Customer Experience strategy

Provide data mining, intelligence and segmentation insights, including working with 3rd party agencies as appropriate.

Partner with Marketing to ensure that customer insights and segmentation are incorporated into marketing campaign planning.

Assist in the measurement of selected Maison campaigns by interfacing with the 3rd party data analytics agency


GWP and other VIP yearly reward: work with Marketing to plan the development and utilization of GWP and other rewards for VIPs (GWP sourcing is led by trade marketing team)

Ensure CRM data collection and storage meets Richemont Group compliance standards

Liaising with Richemont Group and other Maisons to identify new opportunities in optimizing data collection and database integration (e.g., with social data, customer service, and eCommerce).

JOB PROFILE (for recruitment purpose only)

Education:

Postgraduate degree in Business Administration, International Management or similar

Required experience:

+5 years of experience in CRM / Direct Marketing / Database Marketing

Luxury market experience is preferred but not an absolute requirement

Proven track record in managing complex projects with a variety of stakeholders (Marketing, Retail, E-Commerce, IT & BI, creative agencies)

Technical skills / abilities:

Preferable experience in Salesforce (Service Cloud & Marketing Cloud)

Client centric mindset with a profound understanding of CRM systems & processes as well as data and client insights analysis

Ability to connect with people easily

Advanced knowledge of Excel & PowerPoint

Fluent in English (written and spoken)

Arabic is an advantage

Personal skills

The successful candidate …

 

About Cartier