CRM & Client Data Specialist

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h3GENERAL ROLE /h3 pThe CRM Client Data Specialist is responsible for developing knowledge about Hermès’ customer base to foster relationships with existing clients and attract new ones, in alignment with the Maison’s values and practices. /p pThe role supports the Retail Department on CRM and client data related activity, acting as the main point of contact for new initiatives and rollouts. With a client-centric mindset, it enhances stores’ CRM activity by providing insights and tools to support the regional strategy and targets. /p pThis position is part of the Retail Team of Hermès Italie, based at the Head Office in Milan. It reports to the Customer Experience Manager, and interacts with all stores as well as other head office departments (e.g., Training, ICO, etc.). /p pThe main objective of the Retail Team is to provide all necessary support to Hermès stores, enabling them to achieve their sales objectives and deliver the best possible service to customers. Supporting a network of 10 stores across Italy (Milan, Rome, Florence, Venice, Turin, Padua, Bologna, Naples, Porto Cervo and Capri) and 1 store in Greece (Athens), the role requires regular travel throughout Italy to maintain close relationships with boutique teams and ensure the effective implementation of CRM and client experience initiatives. /p h3MAIN RESPONSIBILITIES /h3 ol libWork to ensure the quality and protection of customer data /b /li /ol ul liActs as the main point of contact for Data Quality in the subsidiaries: /li liLeads Data Quality initiatives within the subsidiary, ensuring the accuracy, consistency and continuous improvement of the customer database, and acting as liaison with Group Data Quality teams. /li liEnsures proper use of customer data: /li liContributes, through expertise and personal insight, to shaping the vision for customer data usage; /li liEnsures the relevance and responsible use of customer data, in line with Hermès’ distinctive model. /li /ul h3Enhance our understanding of customer behaviors and preferences /h3 ul liDevelop and share customer insights, KPI monitoring and CRM reporting to support strategic decision-making and identify client development opportunities.



/li liHelp build relevant customer lists for customer activation initiatives (in-store activities, events, clienteling, CRM campaigns); /li liMonitor monthly targets and achievement of stores on CRM related topics; /li liWork closely with Store Manager and Retail Team to improve the knowledge of our clients and how best to improve our relations with them. /li /ul h3Support the deployment of Group data-related projects within the subsidiary /h3 ul liEnsure proper understanding and organization around newly deployed projects (governance, implementation, action plans, resources, etc.); /li liSupport the rollout of large-scale projects, such as international customer profile and development of the CRM tools, acting as the main point of contact for stores and the subsidiary. /li /ul h3Act as the main point of contact for the Customer Experience community on data and customer experience topics /h3 ul liProvides support to stores, the subsidiary, and the region: /li liContributes to data-related communications and supports users in adopting and understanding analyses; /li liGathers user needs and feedback and adopts a continuous improvement escalates them to the Group, and informs the community; /li liLeads workshops and training sessions, both remotely and through regular visits to boutiques across Italy, fostering close collaboration with store teams and a strong understanding of local needs; /li liEnsures follow-up on issue resolution maintains an up-to-date tracking file, prioritizes ticket resolution, and monitors proper handling; /li liMonitors issues related to data and customer experience.



/li /ul h3Support the subsidiary on client privacy and compliance related topics /h3 ul liEnsure that stores are always updated on GDPR and privacy related procedures; /li liSupport the Customer Experience Manager and the ICO department in performing client checks and control. /li /ul h3PROFILE /h3 ul liBachelor’s degree preferably with a economics, fashion management and marketing; /li liAt least 2 years of experience in similar rôle. Previous experience in the retail sector or in customer relationship management is considered a plus; /li liFluency in Italian and English. French is a strong plus; /li liProved expertise in technical tools essential for the job like Excel, Power Point and PowerBI; Experience on Microsoft Dynamics is a plus; /li liStrong analytical approach and structured approach; /li liStrong communications skills; /li liCapability of simultaneously managing multiple projects with different deadlines; /li liStrong work ethic and affinity with Hermès values; /li /ul pHermès engages positive and passionate people who own the following requirements: /p ul liExcellent interpersonal and communication skills, with a customer service orientation; /li liTeam player mentality to build meaningful relationships and ability to work autonomously; /li liAvailability, flexibility and dynamism to function in a high-pace environment; /li liDetermined to be part of a people centric retail project, for which is required vocation for human values, passion and a strong aesthetic sense. /li /ul h3WHAT WE OFFER /h3 ul liContract Type: Permanent /li liWorking Hours: Full-time /li liApplicable Collective Bargaining Agreement: CCNL Commercio /li liIndicative Starting Gross Annual Salary: €30,000, determined according to objective and gender-neutral criteria. /li liVariable Pay: Eligibility for an annual incentive plan in line with Company policies. /li liBenefits: €10 meal voucher per working day, in addition to statutory and collective bargaining benefits. Employees may also be eligible for supplementary benefits and wellbeing programs in accordance with Company policies /li /ul pIn Hermès diversity of experience and perspectives create a better work environment, we value, ensure and believe in gender equality, welcoming individuals of all backgrounds. Join the human adventure of Hermès! /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/87a69t