Job Overview

Maison Goyard is in search of a CRM Europe Manager on a permanent contract.

Key responsibilities

Within the European Retail Department, and in line with Maison Goyard DNA, the CRM Europe Manager is responsible for driving and coordinating the implementation of a CRM and customer loyalty strategy within the European region. He/She is the CRM and Customer point of reference for European boutique managers and works closely with headquarters functions (worldwide CRM, IT, etc.).

Implementation of CRM best practices :

• Ensure the proper use of the tracking application and the quality of customer data recorded, including customer OptIN.
• Team training and coordination, sharing of weekly reports.

Customer knowledge :

• Weekly analyses and reports for headquarters and boutiques on European customers, with key indicators of purchasing behavior (recency, frequency, average basket, etc.).
• Navigation at a salesperson level.

Implementation of a Clienteling approach :

• Establish strong routines at all boutiques to ensure accurate customer follow-up and organized clienteling actions.
• Follow-up of prospects, appointments and conversion rate analysis.
• Training and support of the teams in the quality of customer contact (tone of voice, messages, etc.) and opportunities.

Development of loyal customer base :

• Event management: follow-up of action plans and recommendations.
• Recommend occasional clienteling actions according to the company's current topics and business needs.
• Recommendations for traffic-generating events.

Required qualifications and skills

You have solid experience in a CRM or customer management role in the luxury retail sector. You have excellent interpersonal skills and are rigorous. You are comfortable managing and leading cross-functional projects. You have a perfect command of IT tools (particularly Excel) and are experienced in the use of Salesforce and customer relationship management tools, with a solid knowledge of luxury codes and related matters. The ideal candidate will be ready to implement efficient customer processes, analyze data to offer appropriate solutions, and communicate with ease in French and English, both written and spoken. Autonomous, rigorous, flexible and an excellent instructor, you will be able to work closely with on-site teams to guarantee an exceptional customer experience.