Job Description
CRM & VIP Client Associate @ High-growth Luxury Footwear
A little bit about us
Have you always wanted to work for a fast-pace world-renowned luxury brand that operates in the 21st century and is growing faster than ever?
At Baudoin and Lange we have captured the height of luxury footwear and approach this with our very fast-pace scale-up culture – a London atelier & office, our global flagship stores (London, NYC, Paris), our own factories, and a driven, positive, close-knit team. All this, while selling to over 100 countries via our own e-commerce platform and over 70 international department stores.
How did we do it?
Two words – quality & speed. Spearheaded by our supremely comfortable and versatile category-defining loafers, we have created a product line worshipped by first time and fifteenth time customers alike. This has catapulted us into major publications and ensured tremendous growth... We don't plan on stopping anytime soon and need the right person to join us on the journey!
If you strive for anything less than the very best, you should stop reading now, but if not, this might be the perfect opportunity you were looking for!
The Big Opportunity
We are experiencing rapid growth online and in our flagship stores, as well as expanding our stockists and partners, ranging from high-end tailoring shops to the most renowned luxury department stores.
So, welcome to the heart of our global takeover operation! With clients ranging from A-list celebrities, Royal families and successful entrepreneurs, Baudoin & Lange is offering a full-time position for a CRM & VIP Client associate to head up, manage and run anything that has to do with looking after our clients. You are here to deliver a WOW experience to every single client we have.
As a successful candidate, you will manage all aspects of our clientelling, bringing our customers closer to us. In this role you will have a constant overview of all our clients at any given time to ensure efficiency and communication with them. This is an extraordinary opportunity that allows both personal and professional growth, with opportunities to learn across multiple touchpoints. Whilst working in our creative and fast-paced environment within the luxury industry, you will be reporting directly to our Chief Growth Officer
Your key responsibilities will include:
-Customer service lead for all online & offline enquiries
-Create alignment across online and offline customers to bring them into the brand
-Guardian and lead of our CRM
-Actively lead and manage our VIP and Loyalty programme across online and offline
-Demonstrating best practice analysis of online customers' projects and activities,whilst overseeing high quality reports and visualisations from the wider eCommerce and Digital Marketing Team.
-You will be focused on all things customer within the marketing function; this means primarily partnering with our Loyalty, Email and Media teams to ensure our customers are at the heart of the business decisions.
-Support the Manager of Customer Analytics in the execution of the wider analytics strategy.
-Independently identify, manage, and deliver customer analytics projects to meet defined business objectives.
-Improve the businesses understanding of our customers and their journeys across various channels.
-Help develop and implement analytical models to support innovative personalisation strategies with our VIP and High Profile customers.
-Support innovation initiatives by measuring all of marketing’s test and learn activities.
-Identify process improvements in how we utilise it.
-Support in the development and implementation of customer behaviour best practices.
-Anticipate, plan and coordinate online projects with our Head of Ecommerce and Digital Marketing,creating master data to be used and maximising revenues across our eCommerce and Retail channels.
-Closely engage with dedicated teams on Online concessions to develop trade, update IT foundations and improve sales in line with our Ecommerce standards.
-Ensure Customer Experience across channels is at its highest level.
Assist in implementing the Global CRM Strategy and email marketing processes for our brand.
-Own the client database to include Administration, Reporting and analysis; assist digital & CRM team to build client reports and provide concepts to improve conversion globally.
-Implementation of specific global CRM programs to improve engagement with clients and limit attrition rate.
-Support Digital Marketing and Communications teams, by moderating social media communities and responding to comments and keeping members engaged.
-Analyse and classify data about customers and followers.
-Together with the Head of Marketing, conduct a segmentation exercise to better understand the brand's various Customers’ Profiles.
-You will be part of the growth team, and report directly to the Chief Growth Officer and Head of eCommerce and Digital Marketing.
Requirements
·3+ years of experience luxury clientelling with proven track-record of best in class CRM and VIP treatment
·Bags of autonomy, initiative, insight and attention-to-detail to ensure you proactively spot potential problems- and solve them - with self-sufficiency (escalating situations when necessary)
* With strong initiative and motivation to ensure continuous improvement; constantly spotting opportunities for enhancements to existing customer-related systems & processes
·Track-record in designing and optimizing experiences for clietns
·Expert computer skills, particularly Excel
·Entrepreneurial growth mindset, comfortable in highly ambiguous environments and able to independently take responsibility from day one
·Exceptional organisational skills. You’ll be the most organised person you know! You’ll have experience working with and quickly learning new software, enjoy an Excel spreadsheet, and be excited to own a variety of processes,
·Humility: as a small, growing business everyone at Baudoin & Lange must have a ‘no task is too low-glamour’ approach to our work
·Positivity!
·Ability to work well under pressure and to tight deadlines while maintaining flawless accuracy
·Self-motivated with a positive and proactive attitude (something that everyone at Baudoin & Lange shares!)
·Ability to adapt quickly to a dynamic environment and workflow
In this role, you’ll learn how a successful high-growth luxury brand operates and expands via its online channels and flagship stores, on the most detailed level, from the inside and out.
Job Type: Full-time permanent role
Starting date: As soon as possible
Location: Central London
Salary: Highly Competitive + Benefits
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