10 years of global experience in CRM across Fashion Luxury Retail and Ecommerce. I have developed multidisciplinary skills in Project and People management, client insights, multichannel customer journeys, client development and event management. Leaning towards creation and innovation in all its different forms, I wish to continue to grow and help brands to reach their business objectives.
- Manage the Client Strategy and vision for Europe and Middle East (retail, wholesale, omnichannel) - Develop a Client-Centric mindset among internal and external clients, through tools, trainings and KPIs monitoring - Introduce and manage relationships with third-party partnerships for client acquisition - Roll-out of the Chloé Clienteling App and app-enhancement UAT and trainings - Roll-out of Client Satisfaction Programme (Medalia), trainings and adoption - Key Super User for Luxury New Retail programme for EMEA - Database Quality Management and manage transition to Salesforce suite of tools (for store teams and CRM users) - Manage Client Events and animations in-store and out-of-store, including Fashion Show
- Implement cross-channel CRM campaigns for MR PORTER to drive customer lifetime value and meet retention and acquisition objectives (Site, Email, Push, App, Media, Direct Mail and In-the-box). - Define requirements and roadmap of a newly-created Loyalty Program for EIP customers (Extremy Important Person - Plan and deliver Gifting and Print Collaterals strategy, while optimising ROI and developing Brand Par-ternships - Definition and coordinate the execution of triggered Lifecycle Campaigns, including forecasting and A/B testing - Coach and onboard Regional teams on developing a customer-centric mindset and improving customer experiences - Collaborate closely with NET-A-PORTER to maximise cross-brand Marketing and Partnerships opportunities
* Including first year as a Graduate trainee. - Execute the CRM strategy across the global Retail network (+100 stores) - Build and deliver advanced Reporting and Analysis and present to Senior Management. - Responsible for the refont of the CRM guidelines, training and scaling the Regional teams and boutiques on Clienteling projects and best practices. - Supervise Data Quality Management projects - Implement various Client Activations and Events, from concept definition, planning to on–site presence, monitoring ROI and report on results and learnings (Paris Fashion shows, Cannes Film Festival, in-store events). - Develop third-party collaborations and partnerships to drive acquisition of high-value leads. - Work closely with Digital and eCommerce teams to define newsletters calendar and omnichannel campaigns.
- Achieve individual targets while delivering exceptional customer service during and after sale. - Engage with clients to develop long-lasting relationships, leveraging different Clienteling tools in order to drive client reten¬tion, upselling and cross-selling. - Master the House codes and product knowledge to offer suitable styling advice to clients. - Coordinating in-store events and private appointments.
- Deliver Packaging design projects of a portfolio of international brands (e.g. Haribo, Perrier) - Work closely with Design and Editorial teams to translate client requests into design briefs
- Achieve individual targets while delivering exceptional customer service during and after sale. - Engage with clients to develop long-lasting relationships, leveraging different Clienteling tools in order to drive client retention, upselling and cross-selling. - Master the House codes and product knowledge to offer suitable styling advice to clients. - Assist in coordinating in-store events and private appointments.
Hind is a hard-working, positive and humble professional. She is passionate about fashion and client service. As a member of the marketing and CRM team she worked on organizing successful events and emailing/marketing/newsletter campaigns. She also set up very operational client dashboards and reports to help better understand and pilot the client strategy of Alexander McQueen. I would be happy to work with Hind again.