Position Overview:

The Senior CRM and Data Analyst plays a pivotal role in developing customer relationships and engagement within the Maison. Hermès is looking to strengthen its knowledge and understanding of customers to support its ambitions in terms of service and customer experience. As part of this approach, this role will oversee the CRM related projects deployment, customer behavior analyses, improve, and guarantee high customer data quality, and lead all teams towards a better understanding of our customers and clienteling approach.

This position will report directly to Senior Retail Operations Manager and will work hand in hand with Retail team in close collaboration with Senior Customer Experience Executive to enhance the meaningful and authentic customer relationship.

General

Responsibilities:

• MAINTAIN A HIGH LEVEL OF CUSTOMER DATA QUALITY AND COMPLIANCE:

• Improve the customer database quality and animate the retail teams to share best practices in customer data capture and data security

• Ensure regular monitoring of the customer database by developing dedicated analyses and reports

• Improve the customer data quality through the in-house data quality management tool by deduplicating customers and fix means of contact in error

• Develop assets to train sales team on customer data management

• Manage and ensure the compliance of customer database and its security

• DEVELOP CUSTOMER KNOWLEDGE TO BETTER SERVE OUR CUSTOMERS:

• Be responsible for customer knowledge for the subsidiary by sharing retail, omnichannel, and customer-oriented insights

• Analyze customer behaviors and retail performance, and share the analysis with all retail stakeholders to support strategic decisions

• Anticipate local trends and customer structure evolution thanks to in-depth customer analyses

• Accompany the customer targeting initiative with CRM analyses

• Ensure the data quality and relevancy of the clienteling activities

• MONITOR ON A REGULAR BASIS THE CUSTOMER PERFORMANCE TO SUSTAIN RETAIL PERFORMANCE:

• Centralize and harmonize all customer performance related reports of the subsidiary

• Identify the local Customer Performance KPIs to be monitored

• Develop and maintain new local reports to follow customer KPIs by store on a regular basis

• Define the customer performance dashboard and report strategy to streamline the existing report package

• CUSTOMER CULTURE, ENGAGEMENT, AND EXPERIENCE:

• Act as an ambassador of customer excellence, championing the adoption and impact of customer management tools

• Collaborate and have regular meetings with retail teams to understand customer insights and seek room for improvement on customer data usage

• Support the wider team with driving initiatives to develop relationships and create special moments for customers

• Contribute to the organization of customer events, including invitations, outreach, RSVPs, and logistics

5. CRM & CUSTOMER DATA PROJECT DEPLOYMENT:

• Lead and deploy the group projects in subsidiary according to local market specificities

• Accompany and implement group analytics initiatives, such as customer segmentations, and animate them across the subsidiary

• Work in close collaboration with CX, OPS, Retail Compliance, and IT teams to deploy projects related to customer relations and data

Requirements & Capabilities:

• University graduates in related disciplines with at least 3 - 5 years of experiences in CRM or customer data management, preferably in retail or hospitality business environment.

• Proficiency in Microsoft Office suite (Advanced Excel is a must).

• Good knowledge in BI tools (Power BI and/or Cognos IBM) is a plus.

• Ability to analyze and synthesize.

• Customer and business oriented.

• Organized, precise, adaptable, with a balance of strategy and execution.

• Discretion and confidentiality as priority.

• Demonstrated strong interpersonal skills with a team player attitude.

• Ability to work independently and to adapt to a fast-paced, changing environment.

• Fluent in English with excellent oral and written communication skills.