Position: CRM MANAGER EMEA REGION
Reporting to Loewe's Head of CRM in EMEA, the CRM Manager will be responsible for planning and implementing the client strategy by country and type of client, analyzing the client database, and extracting conclusions to maximize business opportunities. In close partnership with the Retail Managers, the CRM Manager will develop customer recruitment, retention, and loyalty, leveraging our client intelligence capabilities. This position will report to the Head of Client, EMEA, and will be based in Madrid.
Responsibilities of the CRM Manager in the RegionCRM and analytics: Manage the local client database, championing accuracy and quality in data capture in EMEA, ensuring best practices are shared, and liaising back with HQ to identify potential cleansing/quality actions.Set objectives on quantitative and qualitative data collection.Set CRM KPIs per store to measure business performance and client behavior, monitoring monthly results and analyzing deviations vs target. Propose action plans for stores under target and new targets for those surpassing them.Support the definition and development of customer campaigns, identifying business opportunities in collaboration with relevant departments such as Merchandising, Marketing, and Retail.Run ad-hoc analysis and presentations to top management to understand customer trends, patterns, and predictions in current markets, new stores, or as needed.Client activations and assets: Following the EMEA calendar, propose relevant activations and assets (events, gifts, experiences, newsletters, STD, app templates) per country and per client type to address business needs, such as seasonal new collections, new product launches, and pop-ups.Elaborate local CRM strategies to grow the customer base, recruiting customers and acquiring new data. Define relevant initiatives to activate priority client segments to retain them.Identify customers deserving rewards due to their loyalty and propose ad-hoc activations.Work closely with Marketing EMEA and Client HQ to ensure activations and assets meet LOEWE quality, standards, and deadlines.Assist in the internal communication plan of activations and assets to the Retail Managers and stores, helping in the send-out of assets (physical and/or digital) to stores.Help select top clients for experiences such as Fashion Shows, Salone del Mobile, and other relevant craft & cultural brand projects.Guide store managers and CRM Engagement Managers in developing partnerships that can drive retention and recruitment of local clients.Measure the ROI and deviation vs target of each action.Clienteling and Client marketing: Define communication flows and materials to clients, adapting global guidelines to regional needs and calendar.Identify and promote improvement actions for onboarding new clients in LOEWE newsletters and for decreasing the unsubscription rate.Lead the deployment and roll-out of Loewe's clienteling systems in stores, tracking adoption and correct usage of the tool. Report bugs to the HQ team and track pending issues.Identify development needs to design EMEA Local Clienteling guidelines and toolkit for our retail team, in conjunction with HQ guidelines. Drive the communication plan to stores to introduce a client-centric culture into their strategy and daily tasks.Follow up on the implementation and regional adoption of all initiatives designed to increase Retail team interaction with clients.ProfileKnowledge, Skills and Abilities: At least 4-5 years of experience in CRM/customer management roles in premium fashion brands.Strong strategic vision, business acumen, agile mind, and multi-tasking ability; previous experience in Strategic Consultancy is a plus.Experienced in conducting high-level customer analysis with PowerBI and managing client databases.Ability to work closely across global and local teams with strong interpersonal and communication skills; highly collaborative.Flexible, enthusiastic, and highly motivated with the ability to work to targets in a deadline-driven environment.Great capacity for leading and organizing multiple projects with great attention to detail.Strong sense of luxury & fashion.Fluent in English and Spanish; any other language is a plus.
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