CRM & Client Data Specialist

GENERAL ROLE

The CRM & Client Data Specialist is responsible for developing knowledge about Hermès’ customer base to foster relationships with existing clients and attract new ones, in alignment with the Maison’s values and practices.

The role supports the Retail Department on CRM and client data related activity, acting as the main point of contact for new initiatives and rollouts. With a client-centric mindset, it enhances stores’ CRM activity by providing insights and tools to support the regional strategy and targets.

This position is part of the Retail Team of Hermès Italie, based at the Head Office in Milan. It reports to the Customer Experience Manager, and interacts with all stores as well as other head office departments (e.g., Training, ICO, etc.).

The main objective of the Retail Team is to provide all necessary support to Hermès stores, enabling them to achieve their sales objectives and deliver the best possible service to customers. Supporting a network of 10 stores across Italy (Milan, Rome, Florence, Venice, Turin, Padua, Bologna, Naples, Porto Cervo and Capri) and 1 store in Greece (Athens), the role requires regular travel throughout Italy to maintain close relationships with boutique teams and ensure the effective implementation of CRM and client experience initiatives.

MAIN RESPONSABILITIES

1. Work to ensure the quality and protection of customer data

    

• Acts as the main point of contact for Data Quality in the subsidiaries:

• Leads Data Quality initiatives within the subsidiary, ensuring the accuracy, consistency and continuous improvement of the customer database, and acting as liaison with Group Data Quality teams.

• Ensures proper use of customer data:

• Contributes, through expertise and personal insight, to shaping the vision for customer data usage;

• Ensures the relevance and responsible use of customer data, in line with Hermès’ distinctive model.

1. Enhance our understanding of customer behaviors and preferences

    

• Develop and share customer insights, KPI monitoring and CRM reporting to support strategic decision-making and identify client development opportunities.

• Help build relevant customer lists for customer activation initiatives (in-store activities, events, clienteling, CRM campaigns);

• Monitor monthly targets and achievement of stores on CRM related topics;

• Work closely with Store Manager and Retail Team to improve the knowledge of our clients and how best to improve our relations with them.

1. Support the deployment of Group data-related projects within the subsidiary

• Ensure proper understanding and organization around newly deployed projects (governance, implementation, action plans, resources, etc.);

• Support the rollout of large-scale projects, such as international customer profile and development of the CRM tools, acting as the main point of contact for stores and the subsidiary.

1. Act as the main point of contact for the Customer Experience community on data and customer experience topics

• Provides support to stores, the subsidiary, and the region:

• Contributes to data-related communications and supports users in adopting and understanding analyses;

• Gathers user needs and feedback and adopts a continuous improvement escalates them to the Group, and informs the community;

• Leads workshops and training sessions, both remotely and through regular visits to boutiques across Italy, fostering close collaboration with store teams and a strong understanding of local needs;

• Ensures follow-up on issue resolution maintains an up-to-date tracking file, prioritizes ticket resolution, and monitors proper handling;

• Monitors issues related to data and customer experience.

   

1. Support the subsidiary on client privacy and compliance related topics

• Ensure that stores are always updated on GDPR and privacy related procedures;

• Support the Customer Experience Manager and the ICO department in performing client checks and control.

PROFILE

• Bachelor’s degree preferably with a economics, fashion management and marketing;

• At least 2 years of experience in similar rôle. Previous experience in the retail sector or in customer relationship management is considered a plus;
• Fluency in Italian and English. French is a strong plus;
• Proved expertise in technical tools essential for the job like Excel, Power Point and PowerBI; Experience on Microsoft Dynamics is a plus;
• Strong analytical approach and structured approach;
• Strong communications skills;
• Capability of simultaneously managing multiple projects with different deadlines;

• Strong work ethic and affinity with Hermès values;

   

Hermès engages positive and passionate people who own the following requirements:

• Excellent interpersonal and communication skills, with a customer service orientation;

• Team player mentality to build meaningful relationships and ability to work autonomously;

• Availability, flexibility and dynamism to function in a high-pace environment;

• Determined to be part of a people centric retail project, for which is required vocation for human values, passion and a strong aesthetic sense.