CRM Expert

**Global Luxury Fashion House**

Now Hiring | Our client is one of the most luxurious brands in the world - with a renowned product category of RTW, Accessories, Leather goods, Footwear, Fine Jewellery and more - this fashion house creates a customer experience that is simply unparalleled.

We have a rare and exciting opportunity to set the CRM Strategy for their Chadstone, Melbourne boutique. The CEM Expert plays a key role in driving client culture in boutique & managing the boutique client strategy, acting as the bridge between marketing and boutique.

The CEM Expert (client engagement management expert) is based in the boutique to drive boutique client engagement strategy and oversee the client action plan at Boutique level. Working closely with boutique teams (boutique management to frontline staff), you will infuse a client-centric mindset and sustain clienteling culture in boutique daily life. The CEM Expert will leverage insights to understand client trends, identify opportunities for potential client development and for building long term client relationships.

As a key point of contact between the boutique and marketing you will bring a strong CRM background to the role. Through this role you will support the Boutique team in providing customized advice on client engagement, as to engage clients to the brand durably and effectively, leveraging on technology and tools whenever possible. You will also support the Marketing team to provide insights and builds on Client Intelligence to define the right CEM/CRM activities to attract and retain clients.

Day to day will see you |
- Supporting the Boutique Management in driving a client-centric culture within the boutique
- Gathering and sharing the service achievements and success stories to celebrate, inspire and to motivate the boutique teams to surpass the expectations of customers
- Working with the team to design a boutique specific client strategy, considering the intrinsic nature of the boutique client database
- Overseeing client events and gifting to drive client communications
- Analyzing monthly marketing reports and developing action plans together generating actionable insights from KPIs trackers and reports
- At least 5 years' retail or retail management experience (in boutique / in store), ideally within luxury goods sector
- At least 3 years' experience working with client relationship management and/or client engagement topics
- Comprehensive knowledge of Client Engagement Management segmentation, database and client reporting
- A strong interest in relationships with clients, you are customer service oriented
- Understanding company culture and values
- Excellent influencing and communication skills ‘
- Analytical capabilities and passionate about translating data into actionable insights
- Self-motivated and independent while also a good team player
- Microsoft office skills and experience with Salesforce
- Proficient in spoken / written English

There is a competitive package on offer - strong base salary plus bonus plus company benefits with a privately held company that is performing at unprecedented levels.

The Talent Mill Recruitment division is a bespoke recruitment consultancy and talent acquisition specialist within the fashion, lifestyle, and retail industries. With more than 10 years of specialist expertise with luxury retail, Australian & Contemporary designer, beauty, and lifestyle brands globally we discover, recognise, and connect inspiring individuals to the most desirable brands as trusted support to founder-led start-ups, SME’s, and multinational corporations within the fashion & retail industry.

Recruitment - but make it ethical, not transactional. Quality over quantity - always. Truly consultative and delivered at pace. We hold a genuine passion and expertise for the industries we support and offer a unique and modern recruitment proposition - one where we develop long term, meaningful relationships with all stakeholders.