Customer Intelligence Manager - Milano, Italia - Loro Piana
Descrizione
Company:
Loro Piana
- Country / Region : Italy
- City : Milan
- Business group: Fashion & Leather Goods
- Contract type: Permanent Job
- Function: Retail
- Experience required: Minimum 5 years
- Reference No: LORP01714
- Date of publication:
POSITION
CRM is a key pillar to drive growth for Loro Piana with a significant step change over the next few years.
Purpose:
The Customer Intelligence Manager will coordinate a team to analyze customer data from a 360 perspective along with external market intelligence to provide meaningful business insights to drive client actions to achieve customer KPI's.
The Customer Intelligence Manager will also work closely with Go to Market, Merchandising, Product Development, Marketing and Retail to develop ad hoc client analysis to support the decision making process of the other departments.
He/She will also work closely with IT teams and External Agencies to ensure constantly enhance our clients database and reporting.
The Customer Intelligence Manager will be responsible for developing monthly reports to monitor client KPI's and recommending appropriate actions to all 6 zones Worldwide (Europe, China, South Asia, US, Japan and Korea).
Responsibilities:
Customer MIS Reports
- Evaluate and adjust Customer KPIs and Standard Reports
- Develop an Internal Communication and Training Programme
- Improve Customer Insight Process
- Create / Automate Standard Reports
- Predictive Modelling
- Customer Segmentation Model
- Adhoc analysis to aid business decisions
- Can question the database to find relevant insights and/or opportunities to grow the business
- Can represent analysis and findings into a management presentation illustrative/visual way
- Can translate analysis to messages and proposed action plan
- Can work cross functionally with other teams to deliver actions from insights into customer campaigns and projects
- Market Research / Intelligence
- Customer Knowledge
- Internal Customer Expert
- Customer Budget/KPIs Projections
- Can communicate and/or explain results in a simple way
- Manage a team
- Collaborate with peers
- Define the infrastructure required to support his team's activities
PROFILE
- Education to degree and ideally Masters level (but not mandatory)
- Ideally previous +5 years experience in similar roles
- Able to inspire other teams in order to align objectives and drive change in different business areas
- Excellent team management and cross team management skills
- Ability to interrogate data and manage a team of analysts to present meaningful insights and business actions
- Excellent communication skills with gravitas to present to senior leadership team
- Fluent in English
- Willingness to travel (some travel will be required with the role)
ADDITIONAL INFORMATION
Main internal and external stakeholders:
Internal
- Retail
- VIC
- IT
- IT
- Finance
- Strategy
- Marketing / PR / Events
- Product / Merchandising
Numerous Consultancy Agencies
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