Cdm Manager, Harrods London (UK)

Christian Dior Couture offers more than a beautiful brand to our clients; we invite them to be part of the heritage, to share our passion for luxury and to be part of the Dior family. We look for the same desire in our employees, to have enthusiasm and passion about being part of the House of Dior.

We are currently seeking a CDM Manager based in Harrods, London who will be responsible for managing and developing the CDM Strategy & VIP clients within the Department stores.

Responsibilities:

1. Ensure the appropriate management of VIP Clients of Christian Dior, maximising their potential within your boutique.
2. Increase client loyalty, with a special focus on local clientele, in all departments in conjunction with Department Managers and Client Development Ambassadors.
3. Develop a portfolio of clients at VVIC and Elite level.
4. Fully manage all strategic, operational and creative planning of VIP events alongside the Events team.
5. Propose and facilitate local events with ROI to increase customer loyalty.
6. Follow up Client Indicators within Product Categories and leverage the Events or Animations planned.
7. Develop and roll out operational tools to support the team within each department.
8. Support the Events team from the creation to execution of client events.
9. Ensure CRM capture rate remains consistently above 90%.
10. Provide feedback to the Head Office CDM team for continuous improvement of data.
11. Monitor results and profitability of all actions implemented.
12. Work on improving client segmentation, profiling and targeting for any action in order to improve ROI.

Ambassador of Dior:

1. Be, at all times, a brand ambassador for Dior with all points of contact of the business.
2. Represent the brand in public/store events and activities to promote Dior image, brand, service, and products.
3. Attend all internal and external events relating to the CDM actions.

Marketing Awareness:

1. Be fully aware of the communication/global marketing calendar and strategies.
2. Familiar with both local and overseas market situations and trends.

Client Activations:

1. Work closely with the UK Retail Marketing Manager to recognize opportunities for client activations & Private Client Relations activities that will attract established customers and engage new ones.
2. Implement key clienteling actions on existing and prospects with Diormag and Gifting program.
3. Build and develop clientele loyalty by personally meeting as many clients as possible.

Sales & CDM Operations:

1. Drive the strategy on Dior Journeys, to ensure 100% on Walk In, Welcome, FDA and Birthday.
2. Ensure data capture rate remains consistently above 90%.
3. Provide training to the Sales team on Dior CRM Tools.
4. Implement a CDM rota among the Sales team to make sure all clients are contacted.
5. Provide Weekly and Monthly KPI reports for All Managers and Departments.
6. Support the team to drive the strategy from the KPIs on the shop floor (70% of time).
7. Work on improving client segmentation, profiling and targeting for any action in order to improve ROI.
8. Increase client loyalty, with a special focus on local clientele, in all departments in conjunction with Department Managers.
9. Monitor results and profitability of all actions implemented with Retail Marketing Manager.
10. Full knowledge of back-office functions and boutique analysis (CRM, client recruitment, P&L, store activities, stock control, reports, VM rules etc).
11. Ensure Dior standards are applied and maintained at all times in the merchandising, client experience and back-office activities.
12. Ensure that the Company procedures on security in relation to theft/pilferage are applied.

Qualifications:

1. Excellent communication, public speaking and relationship building skills.
2. Outstanding sense of customer service, sense of initiative and commercial creativity with fashion sensitivity.
3. Strong sensitivity to the luxury products universe.
4. Commercial mindset.
5. Excellent use of excel and good analytical skills.
6. Previous experience within luxury fashion.
7. A passion for Christian Dior and our collections.
8. Strong knowledge of fashion and trends.

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