Department: FASHION RETAIL

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Report to: SENIOR RETAIL DIRECTOR FASHION

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JOB PURPOSE
A Clienteling and CRM Specialist is responsible for overseeing the customer relationship management
strategies and clienteling initiatives of the company.
Clienteling and CRM Manager plays a vital role in managing customer relationships, driving customer
satisfaction, and maximizing business opportunities through effective clienteling strategies and CRM
initiatives.

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KEY RESPONSIBILITIES
● Develop and implement clienteling strategies to enhance customer engagement and loyalty.
● Manage and optimize the company's CRM system to effectively collect, analyze, and utilize
customer data.
● Make sure the customer database is correctly segmented in order to target marketing activities
appropriately.
● Collaborate with IT on defining the capabilities and driving the implementation of the required
CRM infrastructure
● Oversee CRM data governance which will include:
o Data standards
o Data audit
o Data structures
o User access rights
o Reporting
● Strategically plan, execute and assess the performance of individual CRM program strategy within
the internal teams
● Train and support staff on clienteling techniques and CRM best practices.
● Collaborate with marketing, sales, and customer service teams to ensure a seamless customer
experience across all touchpoints.
● Monitor key performance indicators related to customer engagement and satisfaction.
● Identify opportunities for improvement in customer relationship management processes.
● Lead initiatives to personalize customer interactions and drive sales.
● Stay informed about industry trends and emerging technologies in clienteling and CRM.
 

Competencies Requirement (Skills, Qualifications and Experiences):
Education:
● Bachelor's degree in business, marketing, or a related field.

Experience:
● Minimum 2 years of experience
● Proven experience in clienteling, CRM, or customer relationship management.

Competencies and skills
● Strong analytical skills and the ability to interpret data to make informed decisions.
● Excellent communication and interpersonal abilities.
● Leadership skills and the ability to motivate and train others.
● Knowledge of CRM software and tools.
● Creative thinking and problem-solving skills.
● Customer-centric mindset with a focus on delivering exceptional customer experiences.