Client Relationship Manager

Client Relationship Manager

B V L G A R I is looking for Client Relationship Manager in Brazil! Our mission is to champion a customer-centric omnichannel approach, focusing on recruiting new clients and nurturing existing ones. By leveraging key consumer insights, implementing and managing CRM programs, and supporting local activations, this position aims to instill a culture of client development within our team. We put customers at the heart of every activity, ensuring they are valued and engaged at every touchpoint.

Key Accountabilities

Client Development Strategy:

Manage all aspects of the client development strategy for Brazil, supporting brick-and-mortar stores.

Define client strategies aligned with commercial goals to maximize revenues and achieve KPIs.

Client Portfolio Development:

Support Stores in developing existing client portfolios and acquiring new prospects through communication, training, and in-store visits.

Client Outreach:

Regularly meet with Store Managers to ensure timely and meaningful follow-up with clients.

Remote Selling and Omnichannel Promotion:

Ensure Store Managers apply remote selling techniques and promote an omnichannel culture.

High-End Client Strategy:

Develop plans for acquiring and engaging high-end customers, developing selling plans for each HE client alongside the sales team.

Event Collaboration:

Work with store teams to create and host activations that drive sales and increase brand loyalty.

Store Manager Coaching:

Coach Store Managers to provide training to client advisors regarding Customer Relationship Management

Client Gifting:

Oversee meaningful and timely client gifting to enhance the client experience and foster loyalty.

Data Analysis and Reporting:

Analyze data, create reports, and track performance of client activities, providing CRM training to new hires.

Database Management:

Partner with store teams to manage the customer database, ensuring data quality and suggesting client assignments.

Targeted Customer Groups:

Define target customer groups and suggest customized actions to engage them and drive sales.

Client Relations:

Develop relationship with UHNW client network, meeting personally each client and working with the store teams to exceed client’s expectations.

Create a network outside of the store to recruit UHNW clients to the brand.

Client Mapping:

Identify growth potential clients and develop an individualized client journey based on events (at local, regional and international side), gifting, experiences, etc.

Client Acquisition:

Detect and bring new clients to the brand and grow the client portfolio of all the stores, driving partnership within the region

Cross-Department Collaboration:

Work with the CRM team to gather deeper client insights and align strategies with company initiatives.

CRM Budget Management:

Manage the CRM local budget, ensuring effective use of resources.

Database Maintenance:

Regularly update and verify client information to ensure data accuracy and compliance with data protection laws.

Customer Data Strategies:

Develop strategies based on customer data to promote specific product categories.

Direct Email Marketing (DEM) Campaigns:

Execute local DEM campaigns to engage clients and drive sales.

Customer Engagement Campaigns:

Plan and implement client engagement campaigns to enhance loyalty and encourage repeat purchases.

KPI Monitoring and Strategy Development:

Monitor KPIs and develop strategies to meet targets and continuously improve performance.

Technical Skills

• Project management
• Knowledge of CRM systems (e.g., SAP CRM, Salesforce ,Microsoft Dyanmics)
• Knowledge of Tableu and or Power BI and EXCEL
• Marketing and communication tailored to stakeholder needs
• Strong analytical and commercial skills to generate key consumer insights from database extractions and field information

Key Requirements

• Minimum 5 years of experience in Retail/Client Development
• Customer orientation
• Training and coaching abilities
• Analytical mindset
• Emotional/Business awareness
• Innovation and creativity
• Effective communication
• Understanding of the Brazilian market
• Ability to relate to diverse client groups
• Strong sense of ethics, responsibility, and alignment with the group’s values
• Excellent local networking skills (plus)
• Fluency in English & Portuguese (Must)