Activation and CX Manager - Retail, Flagship, NYC

Job Title: Activation and CX Manager, Retail Flagship

Reports to: Store Director


Division: Retail

OVERVIEW

The Activation and CX Manager, Retail Flagship will represent the Bucherer Flagship store internally and externally. They are responsible for managing functional responsibilities and department in accordance with business principles. This person will ensure outstanding customer experiences while achieving optimal results in assigned department and achieve objectives set. They will effectively manage daily business and ensure conformity, CRM and administrative tasks.

ESSENTIAL JOB RESPONSIBILITIES

Event and Marketing Management

• Plan event from start to finish according to requirements, target audience and objectives
• Prepare budgets and ensure adherence

• Ensure successful execution on all in-store, external events an activations.
• Responsible for the store's follow-up post-events; including timely recaps and associate follow up

• Source and negotiate with vendors and suppliers
• Analyze the event's success and prepare reports
• Coordinate all operations related to event logistics
• Liaise with brands to find out their exact event requirements

• Manage the complete process of an event including planning stage, running the actual event itself and the post-event evaluation
• Manage operational and administrative functions to ensure event is delivered efficiently
• Ensure event is in line with company's overall marketing strategy and attracts target audience
• Evaluate advertising proposals, make visual requests if necessary
• Prepare and monitor the marketing budget on a quarterly and annual basis and allocate funds wisely

CRM Champion

• Act as an "CRM ambassador" utilizing our systems and future systems that may be implemented
• Support by building reports from CRM systems, current and future
• Provide training and support for all CRM users through individual and group presentations
• Ensure regular maintenance of the CRM databases to ensure efficiency

Leadership

• Oversee personnel and technical management of allocated functions and staff under supervision
• Set objectives, give continuous feedback, conduct touch bases and performance reviews
• Monitor, coach and supervise direct reports to ensure optimal results and best in class service, ensure direct reports are working productively and meeting deadlines and company standards
• Organize and delegate activities to ensure maximum productivity
• Ensure job-specific training and development opportunities are ongoing
• Partner with Store Management team in preparing staff schedules
• Handle performance issues with staff, i.e., corrective actions and attendance. In partnership with store management and HR as applicable
• Constantly recruit top talent from competitors who demonstrate outstanding client service. This includes interviewing, hiring and on-boarding in partnership with store management and HR

Budget

• Plan initiatives and expenses in accordance with budget specifications, together with the Store Director
• Take responsibility for meeting budget and reaching targets, achieving return on investment
• Optimize merchandise management (e.g. analyze evaluations/statistics, recognize tendencies, monitor product ranges, etc.), introduce appropriate measures and monitor their implementation
• Plan and organize controlling activities in areas under responsibility

CRM Champion

• Act as an "CRM ambassador" utilizing our systems and future systems that may be implemented
• Support by building reports from CRM systems, current and future
• Provide training and support for all CRM users through individual and group presentations
• Ensure regular maintenance of the CRM databases to ensure efficiency

Office Manager

• Ensure supervision of international tour guides on site incl. recording and processing of data
• Responsibility for the registration process of the tour guides and all related tracking and coordination
• Partner with marketing and Legal on contracts and contract management, as applicable

Other

• Support the store in ensuring best in class service
• Closely monitor store security guidelines for events.
• Ensure compliance with Company policies and procedures, including but not limited to those related to Asset Protection, Standard Operating Procedures, Finance and Marketing and Public Relations
• Maintain clear communications with Store Director, Corporate office and brand partners, providing regular input to management and Corporate office teams.
• Collaborate and execute corporate directives, special projects and tasks, as required

DIRECT REPORTS: Client Experience Manager

QUALIFICATIONS

• 3-5 years' experience in the luxury segment of a retail division as well as employee management
• Training in marketing, retail or hotel industry or equivalent area with in-depth specialist knowledge in area of responsibility
• Training and/or diploma in business administration or equivalent qualification
• Excellent leadership, organizational and decision-making skills with relational aptitude
• Assume personal and team responsibility
• Hospitable and approachable, customer-oriented personality with highly developed service skills
• Entrepreneurial mindset and behavior, as well as strong analytical and business understanding
• Communication skills appropriate to target audience
• Sense of style, professional appearance, and good etiquette with a flair for upmarket lifestyle
• High degree of customer sensitivity and proven intercultural competency in interacting with our local and international stakeholder base
• High affinity for watches and jewelry business
• Commitment to ongoing professional development

SALARY RANGE: $100,000 to $120,000

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.