Customer Intelligence Manager

2 settimane fa

Milano, Italia Loro Piana A tempo pieno

Company: Loro Piana
- Country / Region : Italy
- City : Milan
- Business group: Fashion & Leather Goods
- Contract type: Permanent Job
- Function: Retail
- Experience required: Minimum 5 years
- Reference No.: LORP01714
- Date of publication: 2023.01.16

POSITION

CRM is a key pillar to drive growth for Loro Piana with a significant step change over the next few years. It will be responsible for presenting key actions to all 6 zones to deliver growth in client KPI’s. The role will work cross functionally to drive change, innovation and instill best practices at a worldwide level.

**Purpose**:
The Customer Intelligence Manager will coordinate a team to analyze customer data from a 360 perspective along with external market intelligence to provide meaningful business insights to drive client actions to achieve customer KPI’s.

The Customer Intelligence Manager will also work closely with Go to Market, Merchandising, Product Development, Marketing and Retail to develop ad hoc client analysis to support the decision making process of the other departments. He/She will also work closely with IT teams and External Agencies to ensure constantly enhance our clients database and reporting.

The Customer Intelligence Manager will be responsible for developing monthly reports to monitor client KPI’s and recommending appropriate actions to all 6 zones Worldwide (Europe, China, South Asia, US, Japan and Korea).

**Responsibilities**:
Customer MIS Reports
- Evaluate and adjust Customer KPIs and Standard Reports
- Develop an Internal Communication and Training Programme
- Improve Customer Insight Process
- Create / Automate Standard Reports

Customer Analysis
- Predictive Modelling
- Customer Segmentation Model
- Ad-hoc analysis to aid business decisions
- Can question the database to find relevant insights and/or opportunities to grow the business
- Can represent analysis and findings into a management presentation - illustrative/visual way
- Can translate analysis to messages and proposed action plan
- Can work cross functionally with other teams to deliver actions from insights into customer campaigns and projects

Customer Knowledge
- Market Research / Intelligence
- Customer Knowledge
- Internal Customer Expert
- Customer Budget/KPIs Projections
- Can communicate and/or explain results in a simple way

Infrastructure
- Manage a team
- Collaborate with peers
- Define the infrastructure required to support his team’s activities

PROFILE
- Education to degree and ideally Masters level (but not mandatory)
- Ideally previous +5 years experience in similar roles
- Able to inspire other teams in order to align objectives and drive change in different business areas
- Excellent team management and cross team management skills
- Ability to interrogate data and manage a team of analysts to present meaningful insights and business actions
- Excellent communication skills with gravitas to present to senior leadership team
- Fluent in English
- Willingness to travel (some travel will be required with the role)

ADDITIONAL INFORMATION

**Main internal and external stakeholders**:
Internal
- Retail
- VIC
- IT
- IT Innovation
- Finance
- Strategy
- Marketing / PR / Events
- Product / Merchandising

External

Numerous Consultancy Agencies

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