Position based in Abu Dhabi

CONTEXT & ENVIRONMENT

Reporting to the Boutique Director, you will be responsible for the Client Marketing in order to increase knowledge and develop our clients. With strong ownership skills, you will contribute to the excellence of the client experience and to the boutique’s influence both within the boutique and externally.

KEY PARTNERS 

Boutique Director; Sales Managers; Learning Manager; Fashion Advisors; Europe and Middle East CRM and Marketing teams.

IN THIS METIER, WE ARE ENERGISED BY

Increasing knowledge and developing our clients

• Set up and monitor client analysis on a regular basis.
• Ensure the quality of the client database (capture, cleansing, extracting data).
• Regularly report to Boutique Director on the results of the Marketing activity and the clients of the boutique as well as share knowledge on competitors, trends within the activity and clients and luxury retail in general.
• Transform complex data into compelling PowerPoint reports and visual insights, while leveraging strategic thinking to drive clienteling objectives strategies.

Developing marketing activities in the boutique

• Set the yearly CRM Objectives with the Boutique Director in coordination with the CRM & Digital team and implement action plans.
• Follow the individual performance with each Fashion Advisor.
• Share the CRM tools with the team and implement the appropriate guidelines.
• Ensure the implementation and compliance with Boutique procedures.

Monitoring and driving the client experience

• Ensure that the sales team understands and deploys the House's strategy being the Ultimate House of Luxury.
• Support the Learning Manager and Boutique Director on ways to improve the Client Experience in the boutique and motivate the sales team towards the achievement of client experience.
• Coordinate and follow up on client complaints and create the relevant action plan to improve service level where needed.            
• Organize and coordinate personalized services and experiences such as clients birthdays, clients gifts, events, fashion shows, local treatments and private appointments based on client segment and potential.
• Initiate the improvement and launch of new in-store services and manages existing tools.

Supporting events

• Be the main point of contact of the Fashion team Middle East and India for the orchestration of the organization of events in the Boutique.     
• Make a quantitative and qualitative follow-up of the feedback of client events.
• Be the Ambassador of the Boutique to clients through a personalized welcome during client events, appointments and to external bodies in the luxury, retail and fashion sector.

HOW WE CREATE IMPACT

• Adapt and implement the marketing strategy within the boutique, in close partnership with the Boutique Management and the Regional Marketing team.
• Support and empower Fashion Advisors to use CRM and digital tools to create meaningful and personalized relationships with clients.
• Analyze data to deepen client knowledge, define clienteling objectives, and implement action plans to grow client engagement and retention.

KEY COMPETENCIES & REQUIREMENTS

• You have 5 years of experience in operational marketing, CRM and/or client experience projects preferably in fashion Retail or any other luxury environment.
• You have a deep understanding of the local market with fashion sensitivity.
• Your leadership, strong communications skills, attention to details combined with your excellent analytical mindset and organizational skills will be key to succeed in this position.
• English is a must, Arabic is a plus.