CRM & Client Engagement Specialist

GIORGIO ARMANI - HEAD OFFICE - CRM & Client Engagement Specialist (Maternity cover FTC)

About us: The Armani Group is a leading company in the fashion and luxury sector, with more than 8,000 employees. Its three core brands – Giorgio Armani, Emporio Armani and A|X Armani Exchange – are active in all the world’s major countries, across many continents. With origins firmly rooted in Italy, but also with a cosmopolitan vision and culture, the company has grown since it was founded in 1975, expanding its offer from clothes and accessories to cosmetics, fragrances, eyewear, watches, jewellery, and furniture and furnishing accessories. Today, therefore, as well as being well known in the area of fashion, the Armani Group is also renowned in the sectors of interior design, food and beverage, and hotels and resorts.

Giorgio Armani has created a style that has, with remarkable consistency, continued to explore countless variations and possibilities over the years. It expresses a precise vision down to the most minute detail: a way of being and presenting oneself, certainly incorporating clothing and accessories, but also including gestures, ways, behaviours and attitudes; a style that goes beyond the sum of its parts, and well beyond what one wears

Convinced that ethics and aesthetics must coincide, Giorgio Armani expresses fundamental and enduring values his clothes. He does so by creating timeless pieces that, enhanced by precious materials and artisanal craftwork, resist the whim of fleeting trends with their pure and essential design.

Role Overview: The CRM (Customer Relationship Management) department is responsible of deploying the correct strategy to engage with the customers, by developing the appropriate programs to drive revenue growth. As part of the Retail Team, the role will be involved in liaising with the stores to share the CRM Culture and priorities, as per the Global strategy.

Coordinate and support local Store Managers and Sales Associates dedicated to clienteling activities to ensure the correct development of the CRM Strategy. Supporting the delivery of the Retail marketing plan under the direction of the Retail Performance Manager.

RESPONSIBILITIES

CRM Analysis

• Run and analyze CRM reports, sharing them with the stores and defining action plans for improvement

• Briefing and following up with the stores to ensure data collection

• Liaise with the CRM referents in HQ to share priorities and best practices

• Monitor CRM KPIs in all Stores

• Liaise with other local departments to understand their needs and how to provide them with useful information

• Develop local analyses and insights on customers’ behaviour and preferences

• Extraction of customers’ lists for dedicated events

• Sharing best practices amongst stores and foster internal communication

Clienteling

• Deploy local campaigns as per Global Contact Strategy, by monitoring performances and results

• Develop the strategy and manage the process for client gifting campaigns (Strategy development, Store Communication, Gift Sourcing, Campaign Monitoring, Follow-up with store, Post-campaign internal reporting)

• Source gifts and approve process for adhoc client gifting

• Store hospitality supplies / clienteling services (Sourcing – e.g. caterers / car services etc., Briefing stores on usage, Store point of contact for orders)

Retail Marketing

• Manage the Sale Preview and New Season Campaigns

• Support targeted client events under the direction of Retail on:

• Customer contact strategy

• Customer target definition

• Event communication to store team

• Artworking and approval of promotional materials

• Mailer / E-mailer Artworking and approval with Milan

• Creating customer target lists via CRM software

• E-mailer send out via CRM software

• Mailer send out - liaising with external suppliers for printed collateral

• Event follow up

• Internal post-event reporting

• Support in-store image events as a part of Milan direction on:

• Artworking and approval of promotional materials

• Mailer / E-mailer Artworking and approval with Milan

• Creating customer target lists via CRM software

• E-mailer send out via CRM software

• Mailer / E-mailer Artworking and approval with Milan

• Mailer send out - liaising with external suppliers for printed collateral

• Coordinate a local communication calendar, by sharing the priorities with the HQ teams

• Production of monthly competitor reports.

Requirements

Must have skills:

• Excellent communication, interpersonal and organizational skills with a natural diplomatic approach

• Strong computer skills: Excel is a must

• Strong analytical skills and attention to detail

• Proactive and flexible

• Shows attention to detail across all projects

• Good working relationships with retail team and stores

• Shows awareness of brand management and protection, and is marketing aware.

• Fluent English, additional languages are a plus.

Work Experience / Qualifications:

• Degree course or diploma, ideally in marketing or business studies.

• Minimum 3 year experience within fashion and luxury Brands

• Previous CRM experience is a must. Strong interest and understanding of the end consumer’s needs and desires

Benefits

• Competitive salary and bonus opportunities.

• Generous employee discount on all Giorgio Armani products.

• Employee Assistance Program (EAP) - providing access to medical and mental health support services.

• Exciting career development opportunities within a global luxury fashion brand.

• Vibrant and inclusive work environment that fosters creativity and personal growth.

• Hybrid working policy.

As an equal opportunities employer, Giorgio Armani is committed to treating all current and prospective employees equally. We do not condone discrimination based on age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from various backgrounds to apply and join the Giorgio Armani family.