Customer Relationship Management Specialist

Customer Relationship Management Specialist

Bulgari is one of the most prestigious brands and global players on the luxury market. We design, produce, distribute and sell high-end jewels, watches, perfumes and accessories through a network of over 250 owned stores in the most exclusive shopping areas in the world and selected distributors and more than 10.000 exclusive perfumeries. Bulgari belongs to the LVMH Group (Louis Vuitton Moët Hennessy group), global leader in the luxury sector.

Quality and excellence are the basis of our culture that reflects the same commitment within the working environment to achieve an organisation aimed at the full satisfaction of the customer. Excellence for Bulgari means the perfect balance between top quality products and impeccable services worldwide.

We employ over 170 people in Dublin within our Worldwide Logistic and Supply Chain Centre, we are looking for a: Customer Relationship Management Specialist

Job responsibilities

Key Responsibilities:

- Craft and execute bespoke strategies to elevate client relationships, foster enduring loyalty, and ensure unparalleled satisfaction, transforming every interaction into a luxurious experience.
- Develop initiatives that anticipate client needs and exceed expectations, reinforcing our commitment to exceptional service.

Client Insights & Data Curation:

- Meticulously gather, analyze, and leverage client data to discern nuanced preferences, segment audiences with precision, and personalize every touchpoint to resonate with individual client desires.
- Transform data into actionable intelligence, enhancing our ability to curate exceptional and memorable experiences.

Bespoke Campaign Management:

- Conceptualize and orchestrate exclusive marketing and sales campaigns through the CRM system, designed to captivate, retain, and deeply engage our discerning clientele.
- Ensure each campaign reflects the sophistication and exclusivity of our brand, reinforcing our commitment to luxury.
- Collaborate seamlessly with sales, marketing, client service, and other teams to harmonize CRM efforts, ensuring a consistently elevated and personalized client experience across all interactions.
- Foster a culture of client-centricity, where every team member is dedicated to delivering exceptional service.

Sales Driver & Revenue Enhancement:

- Serve as a key catalyst for revenue generation, leveraging CRM insights to identify and pursue high-value sales opportunities, with a focus on delivering bespoke solutions to our exclusive clientele.
- Drive sales initiatives that align with our commitment to luxury, ensuring every transaction enhances the client experience and reinforces our brand's exclusivity.
- Proactively engage with prospective and existing clients, cultivating relationships and closing deals with a white-glove approach that reflects our dedication to unparalleled service.

Performance Monitoring:

- Rigorous tracking of key performance indicators (KPIs) related to client satisfaction, loyalty, and sales, with a focus on refining strategies to continuously enhance the luxury client experience.
- Use insights to proactively identify opportunities for improvement and innovation, ensuring we remain at the forefront of client relationship excellence.

Elite Client Concierge & Resolution:

- Address client inquiries, preferences, and feedback with utmost care and discretion through the CRM system, coordinating with relevant teams to resolve issues swiftly and to the client's complete satisfaction.
- Serve as a dedicated point of contact, ensuring every client feels valued, understood, and exceptionally cared for.

CRM System Stewardship:

- Oversee the CRM system's configuration, maintenance, and user training to ensure its effective use across the organization, empowering teams to deliver unparalleled client experiences.
- Continuously evaluate and optimize the CRM system to meet the evolving needs of our luxury clientele.

Profile

Skills and Qualifications:

- CRM Mastery: Deep understanding of CRM principles, best practices, and system functionalities, with a focus on leveraging these tools to create exceptional client experiences.
- Data Analysis: Ability to transform client data into actionable insights, enabling personalized and unforgettable interactions.
- Luxury Communication: Exceptional written and verbal communication skills to effectively engage with discerning clients and internal teams, ensuring every interaction reflects our commitment to excellence.
- Project Management: Ability to plan, organize, and execute CRM initiatives and projects that enhance the luxury client experience.
- Bespoke Problem-Solving: Ability to identify and resolve client issues and system-related challenges with discretion and efficiency, ensuring seamless and satisfying resolutions.
- Client-Centric Vision: An unwavering commitment to understanding and exceeding client needs, ensuring every interaction reflects our dedication to luxury and exceptional service.

Additional information

What about us?

- Our moto is “People Make the Difference”, we support you with reaching your potential.
- Be Creative and Innovative: your ideas are welcome, and we encourage you to share them.
- Deliver Excellence: as a luxury brand, we thrive to deliver the best experience in everything we do.
- Cultivate an Entrepreneurial Spirit: we offer a supportive environment to set-up you for success.
- We embrace Diversity & Inclusion, and we commit to treating all people with utmost respect, dignity and understanding
- We ensure Security, Health, Safety and Environmental procedures are always followed at all times with our certification ISO 45001.
- Our culture is focused on transparency, empowerment, continuous learning, and growth where our employees can demonstrate expertise and own projects.
- In Bulgari, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

We are proud to be an equal opportunity workplace dedicated to promoting diversity.

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