Customer Engagement Specialist - CRM

Date:
Apr 22, 2022

Brand:
Location:
Milan (MI), Milano, IT

JOB SCOPE AND MAIN RESPONSIBILITIES

The overall responsibility of the customer engagement specialist is to drive growth through the main levers of customer acquisition and customer retention. The role is responsible for developing and implementing an engaging customer lifecycle, working especially on the moments of data capture, in-store clientelling and loyalty activities.

The role will be working across all brands of the EssilorLuxottica Group and across both retail and e-comm channels with an omni-channel approach.

AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES

Identify opportunities to increase and optimize the collection of first party data from prospect leads and customers, both online and in store.
Ability to think strategically and creatively on how to leverage customer insights and competitive landscape from a customer engagement perspective to develop unique multi-channel strategies in line with the luxury industry and company business objectives, for each different brand and each different country.
Design and develop a new clientelling tool to create an in-store personalized experience; gather feedback from the store operations teams to optimize the customer journey.
Support the evolution of the brand’s loyalty program enrollment process by making sure that data collection aligns with the overall customer journey and experience end to end.
Create a book of best practices tailored for each brand to be shared with store associates
Partner with store operations team to make sure that the customer experience is continuously updated and optimized for both the customers’ and the company’s benefit
Partner with the Leonardo training team to develop training materials for the store associates community to advocate about the importance of data collection and clientelling and to educate them on the usage of new tools.
Track and analyze KPIs such as data collection, conversion rate, repurchase rate, retention rate and develop strategies to improve them.
Collaborate with the analytics team to create and update data collection reports, automate them and diffuse them to business stakeholders
Partner with IT resources to design and implement innovative tools to facilitate data capture, clientelling and loyalty; scout and manage vendors for developing new capabilities.
Collaborate with the global CRM team, the brands teams and the e-comm business teams to create a consumer-centric contact strategy that grows database and brand advocacy.
Ability to professionally present and articulate the business value of projects to a diverse group of users.