CDI - CRM COORDINATOR EMEA - PARIS

Le poste

Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel.

For more than 120 years, we’ve dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design.

At RIMOWA we believe that great ambitions demand resilient companions. It’s why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime. Please join us to discover your own!

We are looking for a CRM Coordinator EMEA to join the Client Experience team of the EMEA region.

As the Maison continues to set the client in the centre of its vision, the Department has a crucial role in developing our clientele and elevating our CRM activities. Your mission will consist in analysing our clientele profile, monitoring the stores’ CRM performance, participating in the client development actions (loyalty, reactivation, events). Being part of the regional team, this very complete mission will be perfect for someone with both strong analytical skills and a good sense of luxury Retail standards and environment.

Les missions

YOUR MISSION

Monitoring the CRM Performance of the Region

• Monitor our CRM KPIs on client acquisition, client engagement and client retention. Establish weekly and monthly reports for the EMEA GM and RIMOWA top management.
• Define CRM KPIs’ target that are achievable yet that challenge the teams to deliver the best performance
• Animate the Retail community’s performance through regular meetings with the Store Managers and CRM ambassadors to share results, convey key Maison’s message on CRM activities, and collectively identify action plans
• Identify, share and leverage all best practices across all stores
• Create adhoc CRM challenges to gamify the CRM activities, bring focus on a priority of the moment and create excitement for the Retail teams
• Ensure the adoption and onboarding of our Retail team in order to develop their CRM & Clienteling expertise through regular CRM trainings

Participate in the development of our local clients

• Follow-up on the clienteling campaigns (novelties, key moments of the year) by ensuring tools are well given and explained to the teams, by setting targets and by following up on the volumes and impact of the campaigns
• Analyse in depth our local clientele profile and its evolution, in terms of client segmentation, nationality, purchase habits, to identify business opportunities for CRM campaigns for Retail to implement
• Assist stores in implementing loyalty actions, through client portfolio activation, gifting opportunities, application of the loyalty package for our clients
• Implement reconnect campaigns regularly to reactive inactive clients
• Ensure the animation of our local clientele through in-store animation or events, leveraging key openings or launches, by participating in the conception and by following up of such activations
• Ensure the success of client development initiatives by ensure store track properly all their key actions

Building a communication bridge between head office and Retail stores

• Support store teams to understand deeply the company values, vision and strategy on CRM topics
• Key understanding of the region’s needs through the close collaboration with Regional Managers, Store Managers and CRM ambassadors in the stores
• Be the voice of the region by voicing the region’s needs and context to the WW team
• Collaborate with the WW team to identify relevant regional CRM KPIs that represent EMEA’s priority in line with the Maison’s strategy
• Be knowledgeable and aware of the market trends and competitors, analyzing and recommending areas for business development and improvement

Votre profil

Hard Skills and Knowledge

• Fluent in English, French or any other additional languages would be a plus 
• Strong analytical and synthesis skills to draw attention to significant and important facts
• Good understanding of CRM or Luxury Retail standards and environment
• Microsoft Office

Soft Skills and Attitude

• You are pedagogic and have good animation skills to guide and motivate the team members towards the success
• Team-player and able to interact with many stakeholders
• You are proactive, responsive with a strong appeal for client experience

Minimum 3 years experience in Retail or CRM departments.