CDD 6 mois - Responsable CRM & Promotion

Within the Customer Development team, the CRM & Promotions manager is in charge of defining the CRM, Customer Communication, Clienteling and Promotions strategy and implementing these different topics with the help of his/her team.

This position is available for a 6-month fixed-term contract starting in February 2025 as a replacement for maternity leave.

Main missions:

Loyalty program:

Ensuring that the loyalty program is understood and properly implemented in store via the various store contacts: training, VIP service, concierge, etc.
Privileged contact for internal and international teams regarding the loyalty program (definition of customer reactivation campaigns, definition of new promotional mechanisms, etc.)
Definition of the member customer journey and orchestration of the in-store customer gift policy

Customer base

Definition of the clienteling strategy with the store: types of events, retrospective planning, customer journeys, monitoring of KPIs
Privileged contact for the store and animation of a functional clienteling manager to ensure the correct targeting of customers and the room of our customers invited proactively by our salespeople
Construction of clienteling campaigns in Salesforce and invitation frames
Construction of certain large-scale campaigns with LVMH CS: kick off meeting, construction of clienteling campaigns in Salesforce and invitation frames, definition of targets and construction of customer lists
Participation in Clienteling events: support for inviting teams and project managers

Promotions

Definition of the promotional offers strategy that this either on member customers or all customers in 360 with the teams: Finance, Merchandising, Legal, Store, VP special project…
Guarantee of good understanding of the mechanics in compliance with legal directives with top management for sharing information and directives by management with store teams
Performance monitoring and reflection on points for improvement related to offers
Validation of POS/signage briefings related to all store promotions in conjunction with the VM team and digital team (website)

Customer Communication

Definition of the 360 customer communication strategy with the Digital and Communication team to ensure consistency of messages sent to customers (emails / SMS)
Construction of the 360 customer communication plan with internal teams (Communication, digital, artistic direction) and in conjunction with international teams
Privileged contact for the external campaign management service provider: Monthly meetings, monitoring of the contract, invoicing and sharing of the schedule with the teams
Validation of BATs before final sending to customers
Performance monitoring and reflection on points for improvement related to customer communications (emails and SMS): commercial pressure, themes addressed, wording, products pushed, etc.

Customer Analysis

Customer database analysis
CRM activity reporting

Profile:

Bac +5 in marketing / communication

At least 5 years of experience in a CRM position in the retail / luxury brands / mass distribution sector

Knowledge of Salesforce tools and Power BI is essential

Rigor, organization, appetite for numbers

Agility in a changing context and with budgetary constraints

Able to work autonomously

Interpersonal skills and interpersonal skills

Team management (2 people)

Fluency in English and French, spoken and written

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law.

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