CRM & Client Development Associate Manager

About This Role

Position

Reporting To: Omnichannel Manager

Assist the CRM team in the development, implementation, and management of customized CRM programs. This will include involving all stakeholders in a positive cycle for performance improvement and innovation.

Responsibilities

Job responsibilities

• Assist in bridging the gap between boutiques and CRM, ensuring that the approach is always client-centric.
• Implement concrete clienteling programmes to increase loyalty and repeat sales.
• Promote, develop and manage pampering activities set according to clients’ profiles, needs and culture in order to keep Bulgari in a top-of-mind position.
• Develop the CRM gifting programme with all stakeholders and ensure that customers are satisfied.
• Assist in the management of key projects, ensuring continuity and checking milestones.
• Work with the retail team to define business opportunities while focusing on a One-to-One commercial approach.
• Working closely with boutiques to define the contact strategy for all customer activities.
• Create & adapt your campaigns based on customer segmentation in order to maximize response rates.
• Monitor the results and provide analytics and reporting tools to ensure optimal performance.
• Improve data accuracy and quality by working closely with boutiques.
• Perform detailed reporting defining opportunities for incremental revenues and improved customer satisfaction.
• Provide guidelines, training and full support to local teams.
• Provide day to day, on the ground support to boutiques on all CRM and clienteling programs.
• Select and follow external suppliers involved in overall CRM activities.
• Manage the CRM budget.
• Constantly nurture relationships with clients, in-store and outside the store. Create personalized experiences, along with corporate stakeholders, that help connect the client to the Bulgari brand and lifestyle.
• Communicate with management about opportunities to develop community relationships and to explore potential events to increase brand awareness and customer loyalty among new and existing clients.
• Support Store Directors and Client Advisors to identify, develop and manage clients.
• Work on improving client segmentation, profiling and targeting for any action in order to recruit new high potential clients
• Work closely with in-store peers in the management of their top clients
• Create and follow-up on a one-to-one basis the rollout of the yearly engagement plans of each top client (activities, events, trips, etc.)

Profile

Technical Skills

• Project Management
• Budget management
• Strong analytical skills
• Strong command of Microsoft Office, in particular Excel, but also PowerBI, CRM systems, Salesforce.

Soft Skills

• Customer centricity
• Strong business acumen
• Strong people skills
• Able to translate technical information into understandable opportunities
• Flexibility
• Retail stores exposure and/or experience is a plus BVLGARI MAISON

Bvlgari was founded in the heart of Rome in 1884. Over the decades, the Brand has established a worldwide reputation as magnificent Roman High Jeweler and icon of Italian art of living.

Through a pioneering vision, the company’s international success has evolved into a global and diversified luxury purveyor of products and services, ranging from fine jewels and high-end watches to accessories and perfumes, and featuring an extended network of boutiques and hotels.

Demonstrated through its numerous philanthropic partnerships, Bvlgari deeply believes in innovating the present for a sustainable future through its commitment to Social & Environmental Responsibility and giving back – to nature and to the community. In 2024 the Maison announced the creation of Fondazione Bvlgari , reinforcing its devotion to building a meaningful tomorrow through care, generosity and long-term dedication.