CRM Manager - Madison Ave Flagship

About us:

"Those who work with us take part in the company’s life. Everybody knows that their work is an indispensable contribution to our shared growth "

Brunello Cucinelli, founded in 1978 by the eponymous designer and entrepreneur, is an Italian house operating in the absolute luxury sector, specializing in cashmere and the international informal luxury ready-to-wear sector. As a perfect blend of industry and craftsmanship, our products are designed to stand the test of time. The whole world is fascinated by the products of our country, by the careful selection of raw materials, and the search for the highest quality and creativity in every step of the production chain. Today, the Brunello Cucinelli company finds its true meaning and aesthetic pursuit in manual skills, craftsmanship and the exclusivity of its collections. They are the truest expression of humanity and of creativity and, as such, are fundamental to us.

Who you are:

The CRM Manager – Madison Ave Flagship is fundamental to develop strong clienteling practices in our Flagship boutique. By working directly with established BC clients and high-potentials prospects, the CRM Manager – Madison Ave Flagship will be the point of reference for the entire store team as CRM and clienteling ambassador, driving best practices, coaching and training on CRM programs and technology. The CRM Manager – Madison Ave Flagship will drive business growth thanks to valuable introductions to the business and cultivation of HNWI prospects, business partners and facilitators, to excel in BC customer delight programs.

What You’ll Do:

• Be the CRM and clienteling champion
• Coaching and training on clienteling practice and customer delight to achieve excellence with each member of the store team
• Coaching and training on CRM software (Salesforce), to secure high adoption among all store team members, feedback the central CRM team on suggested enhancements and critical issues, in line with company expectations and investments
• Be the link between the CRM central team and the store team to successfully implement all clienteling programs (gifting, clienteling, events and experiences)
• Analysis capabilities on the store clientele, using corporate tools, to address unexplored business potentials and support the client advisors in driving retention via well-planned and effective actions
• Be the ambassadors of CRM and clienteling/sales KPIs to ensure goals are achieved and corrective measures are implemented
• Be the point of reference for contacts with external local partners to support the store business and drive new valuable traffic to the store, as well as to build commercial synergies to optimize customer delights programs
• Be the point of reference for central CRM and Marketing on client events and in-store animations, as well as for international and local out-of-store client experiences (support in coordinating between Central, the store and the clients)

Qualifications:

• Bachelor’s Degree or equivalent required
• A detail oriented individual, with extensive experience in the Luxury Retail industry and store environment (3+ years in leadership position), including a strong background in sales management with CRM focus
• Experience with CRM system (ideally Salesforce)
• Experience with coaching / training large retail teams on customer selling ceremony, client relationship building and clienteling, as well as on the CRM technology
• Confident with data, reading of analysis and KPIs to understand business needs and training needs, and drive follow up actions
• Strong client developer (from liaising directly with clients and prospects, as well as supporting and driving the team in excelling in this area as individuals)
• Connected in NYC market (concierges, private members clubs, from hotels and restaurants to the art and entertainment worlds) to drive new prospects to the business, as well as to be able to offer unique moments and experiences to BC clients
• Multilingual preferred (i.e. Italian, French, Spanish)

EEOC

Brunello Cucinelli is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.

As required by New York City salary transparency law, effective November 2022, the expected base salary for this position ranges from $100-$120K. Various factors are considered when extending offers, such as relevant skillset, training, years of experience related to the current job description, education, and our organizational structure. In addition to the base salary, Brunello Cucinelli offers a competitive benefits package that includes health and dental insurance, life insurance, disability insurance, 401K, paid holidays, a generous paid time-off policy, and career opportunities within a dynamic team.