Global Customer Engagement Manager
2 mesi fa
Global Customer Engagement Manager Diesel has long been a leading pioneer in denim and casual fashion, known for moving outside and ahead of trends in its industry. While retaining always its DNA, in recent years Diesel has evolved into the world of premium casual wear, becoming a true alternative to the established luxury market. Diesel is a truly worldwide organization. It is present in more than 80 countries with 5,000 points of sale, including more than 400 company owned stores.
Diesel Global Customer Engagement Manager At Diesel Headquarters, located in Breganze (VI), we are seeking a skilled and passionate Customer Engagement Manager to join our team. The successful candidate will be responsible at a global level for the design and implementation of the global customer engagement strategy, with the aim of continuously supporting the business, maximizing Diesel customers satisfaction, retention, and customers lifetime value. (S)he will therefore have an important role in contributing to elevating customer's experience and support the regional teams for a correct implementation of the activities at local level, with the right balance of adaption to local needs.
Directly reporting to the Global Head of CRM and Customer Experience, the candidate will be strongly collaborating with both Regional teams and HQ teams (Marketing, Retail, E-commerce, IT, Legal).
KEY RESPONSIBILITIES Clienteling Responsible to design the 1to1 Clienteling global strategy. Clearly define the Client Advisor role in all directly operated stores, working with HR and Retail to identify clear perimeters and responsibilities. Collaborate with Retail Training teams in cascading Clienteling mindset in stores' daily life. Coordinate and support the regional teams for a correct and effective execution at store level. Define targets and plan the necessary resources to maximize the adoption and the results. Analyze and monitor the main KPIs and take immediate action, in collaboration with the regional teams. Work closely with HQ IT team for a constant improvement of the Clienteling app. Loyalty Responsible to design and implement Diesel Loyalty Strategy and Program. Coordinate with other teams (Marketing, Merchandising, …) to make the Diesel Loyalty platform strongly engaging and able to support satisfaction and retention of Diesel customers. Coordinate and support the regions for the implementation and localizations of the Diesel Loyalty platform at local level. Responsible for the design and execution of all the communications related to Loyalty, directed to Diesel customers. Responsible for Loyalty privacy & legal related topics. Analyze and monitor the main KPIs and be proactive in designing and coordinating the implementation of innovative and engaging activities within the program. Voice of customer Improve the current voice of customer program, being a point of contact for all the departments interested in having a deep knowledge of Diesel customers' satisfaction and the reasons behind it. Maximize the adoption of the Voice of Customer program. Analyze and monitor the main KPIs related to customers' satisfaction and share the main results and insights to the Company. MAIN INTERFACES: Daily collaboration with other teams of Global Business Insights and Retail Excellence dept (Retail Operations, Retail Training, CRM, Planning, BI); Daily collaboration with other HQ teams: Marketing, E-commerce, Merchandising, IT; Constant collaboration with regional teams – mainly Regional CRM, Marketing, Training, Retail; Potential collaboration with other OTB Brands to share best practices regarding Customer Engagement. REQUIREMENTS: Bachelor's degree in Business Administration, Retail Management, Statistics, or related field; MBA or advanced degree a plus. 7+ years of experience in CRM/Customer engagement, with a proven track record of success in a global or multi-national environment. Solid experience in structured clienteling processes at global level. Deep understanding of retail industry trends, best practices, and emerging technologies. Demonstrated proficiency in developing and implementing Customer engagement strategies and initiatives. Strong understanding of store dynamics. Past experience in designing Global loyalty strategies. Strategic thinker with excellent analytical and business acumen fostered by orientation to exceptional results. Strong leadership skills with the ability to inspire and motivate teams to achieve exceptional results. Exceptional communication, negotiation, and relationship-building skills. Proven ability to effectively manage budgets, and performance metrics. Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities. Excellent organizational and multitasking abilities. Proficient in using main CRM tools, MS Office is a must. Proficient English (both speaking and writing); other languages beneficial. Travel may be required as needed to support Retail stores. LOCATION: Breganze (VI)
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Global Customer Engagement Manager
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