Global CRM Clienteling Specialist

Michael Kors

11d

About The Position

The Global CRM Clienteling Specialist is responsible for developing and implementing clienteling and data capture strategies to deliver a premium omni channel customer experience in support of Michael Kors’ customer growth and retention initiatives. Reporting to the Senior Manager, Global CRM Clienteling, this position is a key member of the global marketing team responsible for managing our clienteling app and programs and in-store data capture strategies, developing and deploying engaging client experiences and functional employee tools as well as working cross-functionally to define business needs, determine technical requirements, and operationalize product roadmaps, including leading successful pilots, feature rollouts, and continuous product enhancements.

Requirements

Bachelor’s degree in marketing, business, economics, or a related field
1-3 years of CRM experience; experience in retail required
Advanced proficiency in Microsoft Word, Excel, PowerPoint; excellent IT skills including strong knowledge and experience of database structures and CRM tools
Ability to communicate with all levels of the business, prioritize assignments and establish solid relationships
Entrepreneurial; ability to drive forward with goals independently

Responsibilities

Clienteling Strategy & Programs Drive Michael Kors clienteling programs and implement strategies based on business needs
Support clienteling outreach strategy to drive customer purchase frequency & return instore
Work with analytics to define reporting and analysis requirements with key KPIs to measure program success
Partner with Retail marketing to support in-store seasonal client activations & store traffic drivers such as product launches, events, popups, and campaigns
Set benchmarks and ensure follow up of key KPIs through actionable dashboard/reports
Support the regional teams in all aspects of the planning and execution of their clienteling programs
Application & Vendor Management Support day-to-day relationship with clienteling application vendor
Partner cross-functionally to collect needs and best practices and outline prioritizes for app development roadmap
Work with IT & product teams to troubleshoot and investigate technical issues
Partner with application vendor to lead evolution pilot programs and change management for system updates
Understand future technologies and present on how they could fit into the Michael Kors digital & retail ecosystems
Data Capture Manage and enhance in-store data capture toolkit to drive strong capture and validity rates
Own global data capture goals, reporting, and on-going regional engagement such as communications and competitions
Deliver capture reporting and enhancements to the field
Implement accountability measures to hold regions and stores to their annual goal
Retail Partnership Partner with Retail Training and Retail Communications to develop store training guides and communications for clienteling & data capture initiatives to drive adoption and usage in the field
Serve as main point of contact for the field teams and host regular calls for training and to drive strategy forward
Hold regular monthly retail calls and ad hoc calls to gather feedback and gain buy in from the field teams around new activations