CRM & e Commerce Manager - Parfums Christian Dior

5 months ago

Jakarta, Indonesia LUXASIA Full time

LUXASIA is the leading beauty omnichannel distribution platform of Asia Pacific that has successfully enabled brand growth for more than 120 luxury beauty brands. Our integrated brand-building capabilities include luxury retail, online commerce, consumer marketing, and supply chain management. Since 1986, the company has partnered the world’s finest brands, such as Aveda, Bvlgari, Calvin Klein, Diptyque, Hermès, La Prairie, Montblanc, and SK-II. We have also established Joint Ventures with the likes of LVMH Group, Elizabeth Arden, Puig, Yves Rocher, and By Terry. At the core of our business is a diverse and dynamic #OneTeam of 2000 talents which shapes the face of luxury beauty, and delight consumers daily across our growing footprint of 15 markets. Come join us now.

L Beauty is a joint venture between LVMH Fragrances & Cosmetics and LUXASIA for the distribution and business development of some of its Beauty brands in South East Asia. The portfolio of L Beauty comprises of Benefit Cosmetics, MAKE UP FOR EVER, Fresh and Parfums Christian Dior.

**THE CONTEXT**:
Since 1947, the men and women of Parfums Christian Dior have embodied the founding "couturier-perfumer's" unique spirit of excellence, creativity and expertise, both in France and throughout the world. Our House is an open and highly-focused collective, a leader that thrives on the creativity of all its stakeholders. Our collective passion and our heritage, full of authenticity and dream, make us move forward and reinvent ourselves.

By revolutionizing the codes of French style and luxury through perfumes, and combining tradition with daring makeup and innovative skincare, we are reinventing every day the Dior style and its compelling, joyful and absolute beauty. Our stimulating missions give our employees the opportunity to develop new skills, overcome spectacular challenges and reveal their talent.

To go further, with Dior.

**PURPOSE OF THE JOB**:
The incumbent will be responsible for all CRM and Ecommerce activities for Indonesia. This includes analyzing, monitoring, implementing, and reporting on Dior's Customer Relationship Management programs and initiatives while continually striving to increase the efficiency of these programs to improve results. She/He will manage all matters related to Skincare product management, from forecasting, to pricing and campaign planning.

**YOUR MISSION**:
CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
1. DATA ANALYZING & MONITORING
- Track & report CRM KPIs monthly to help sales team/training team and store managers be aware of their performance and action to take to achieve CRM goals.
- Analyze data to develop new tactical mechanisms (e.g. Recruitment campaigns, repurchase campaigns) or CRM program improvements to achieve CRM goals.

2. DATABASE MANAGEMENT
- Work with Beauty Consultants and Retail team to ensure proper update of client information.
- Ensure proper client migration (POS assignment, BC assignment) should any changes such as store closure, store opening, transfer of BCs occur.

3. CLIENT COMMUNICATION / GIFTS MANAGMENT
- Execute communication campaigns which support overall brand goals as well as product launch/animation objectives.
- Oversee, implement, and track gifting and samples (gift and samples) which includes forecasting and proper allocation to stores.

4. CLIENT ENGAGEMENT EVENTS
- Execute instore client events to drive retention and increase overall client average spend.
- Initiate and run client events which can help to enhance client’s overall brand love.
- Work with product marketing team to communicate events that support the overall product campaign objective (e.g. recruit existing non-skin clients to skincare).

5. OTHERS
- Work on prospect recruitment through setting clear objectives with retail team for each animation.
- Work with Retail Team to ensure proper roll out of Dior Satisfaction Meter to all stores.
- Work with training team to ensure clear understanding by field team on Dior’s CRM program
- Ensure proper handling of customer complaints and service recovery.
- Launching CRM driven initiatives locally.
- Manage budget relating to CRM activities.

ECOMMERCE
1. BUSINESS PLANNING & ROLL OUTS
- Implement the E-Commerce strategy and development: In respect with the brand model, ensuring incubation of new businesses & brand growth in E-Commerce, in line with brand’s identity and objectives.
- Work with internal development teams to roll-out new tools on brand website to improve customer experience on site.

2. ECOMMERCE OPERATIONS
- Work with Ecommerce executive to ensure timely website updates & e-merchandising excellence
- Monitor and drive E-Commerce sales daily and ensure profitability
- Accurate daily sales forecasting with clear activation plan in collaboration with relevant teams (MKT, CRM, Media, PR etc.)
- Work with Ecommerce executive to ensure smooth daily operation from order placement to order delivery.

3. PERFORMANCE MEDIA
- Collaborate with media team to en

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