Tiffany & Co.

CRM Specialist (M/F/D)

München
Feste Anstellung
Vollzeit

Tiffany & Co, the name instills images of True Love, Romance and The Blue Box. It is a Symbol of Excellence. For 180 years Tiffany has created a legacy of exquisite design and romantic ideals. Tiffany & Co.’s rich heritage of celebrated artists, milestones and magnificent jewelry sets the foundation upon which our employees stand. It is these employees and their ardent love for the brand that creates a place to work unlike any other. Tiffany employees are a rare combination of passionate, loyal, charismatic, polished, kind, and focused individuals. They set very high expectations for themselves, their employees and their peers. In turn, Tiffany believes its people are its greatest asset and works every day to make the Tiffany dream come true for its employees. The love story between Tiffany and its employees is the embodiment of the brand and leads to a magical mix that can only be Tiffany. We are searching for a flexible, motivated, dynamic, energetic and inspiring team member to support our Head Office Team with immediate effect.

Responsibilities

The CRM Specialist will be responsible for implementing the clienteling strategies and the CRM programs within the German cluster. S/he will partner with the Marketing Manager and the Retail Director of Germany, Austria, Nordics & the Czech Republic to create a high performance clienteling culture, capabilities and programs to inspire our retail teams to proactively build strong relationships with their customers, aimed at increasing customer loyalty and life time value. S/he will report directly to the Marketing Manager and partner with regional cross-functional teams. As the custodian of the local customer data base, the individual will partner with retail teams on data capture and subsequent data management. In addition, the CRM Coordinator will partner with the Marketing Manager, the PR Coordinator and the Retail Director to deploy a client centric retail event strategy for the cluster that aligns with the overall strategy.

Client Development (50%)

Deploy activities that provide direction and support for client development & acquisition initiatives for retail teams of the German cluster. Partner with each store to increase business opportunities, drive customer loyalty and increase purchase frequency. Communicate KPIs and align market activities to meet and exceed established goals.
Champion and lead the clienteling strategy (CD100) across the cluster. Report, coach and drive performance in partnership with the Marketing Manager and Retail Director of the cluster.
Partner with Retail Trainer to provide Client Development training support across a range of audience and program needs
Partner with Regional CRM to manage & optimize the retail clienteling program and establish cluster KPIs
Coordinate all clienteling reporting and support tools for the German cluster retail team to ensure data capture, frequency, and retention KPIs are being achieved
Develop & execute innovative strategies for attracting new clients using existing external partners while investigating and validating new potential partners
Coordinate & execute personalized VIP client experience programs in partnership with the cluster and regional teams, where appropriate

Events (20%)

Support the conception of retail events for Germany, Austria, Nordics & Czech Republic with attention to client development & new customer acquisition
Coordinate and support retail events executions by overseeing event logistics (invitations, gifts, guest lists, RSVPs, travel) and holding the day-to-day contact with external suppliers in partnership with PR Coordinator
Coordinate (VIP) customer guest lists for events in collaboration with Retail Sales Management
Compile Post-Event-Purchase Analysis

Data Analysis & Management (10%)

Collaborate with the Marketing Manager for the cluster and regional CRM lead on segmentation of customer data and deploy customer contact strategy aligned with cluster (emailing, ecards, postal mailings, catalogues, gifting)
Data management of Tiffany customer data base, including collating and cleaning
Provide top-line summary reporting on all clienteling & CRM efforts as well as customer trend analysis to senior management on a monthly basis

Training (10 %)

Support on-going training and coaching in the field , including new sales professional onboardings and best practice sharing

Retail Consumer Collateral (10%)

Review and edit translations for marketing materials including ensuring consistency and in line with Tiffany approved language
Manage production, stock level and communication of locally produced customer collateral
Coordinate customer mailings

Qualifications

3-5 years within a retail environment, services, hospitality or CRM (luxury preferred)
Previous experience with client data base
Comfortable with customer data analysis and interpretation
Experience in sales and service delivery and building performance against targets
Proficiency with MS Office software including Word, Excel, Outlook
The ability to inspire trust, integrity, fairness and professionalism both with sales professionals and clients
Strong verbal and written communication skills
Proven ability and desire to work in a fast-paced, changing environment
Flexibility to travel if necessary within the cluster
Working proficiency in German (Business) and English (Business)
Must have authorization to work in Europe

We offer

Tiffany & Co. employs innovative, collaborative and positive people who are passionate about luxury, sales and customer service. In return Tiffany employees receive excellent rewards, benefits as well as training and development opportunities.