As a 360-degree fashion experience, we celebrate multiple style personalities with the belief that everyone should dress for joy.
Client Relationship & Experience Manager
Location: Job is located in Soho, NY – 4 days on-site and 1-day WFH
About Kirna Zabête:
As a 360-degree fashion experience, we celebrate multiple style personalities with the belief that everyone should dress for joy. Whether you’re going casual, getting ready for a gala, or just the type to wear Bottega to the grocery store, we bring the runway’s most covetable looks right to your fingertips. Since 1999, Kirna Zabête has created a style mecca where you can browse a curated collection of designer fashion at our uniquely vibrant stores, or on KirnaZabête.com. We currently have retail locations in NYC, East Hampton, Palm Beach, Bryn Mawr.
Summary:
Be the customer expert as well as their champion for a 360 degree luxury brand experience. Continue to grow and nurture our customer base at all touch points including, but not limited to Customer Relationship Management, Customer Acquisition/Retention, Clienteling and Customer Service. Assist the Head of Ecommerce in re-developing our customer service operations from the ground up.
Omni-Channel Customer Relationship Management
● Develop multi-channel and cross-functional CRM strategies to support the customer lifecycle from acquisition, nurturing, retention and reactivation
● Constantly create, innovate and explore new ways to drive customer engagement and loyalty
● Help build and maintain brand equity by reinforcing our brands positioning through all customer outreach touchpoints
● Support the store’s clienteling strategy, partnering with them to create additional customer outreach opportunities
● Inform the business about the customer personas specific to our database
● Analyze data and develop actionable plans that improve KPIs and drive results
Customer Acquisition
● Generate new email and SMS leads from growth marketing tactics by collaborating with our Social Manager, Media Buying and Affiliate agencies on acquisition ideas
● Ensure on-site acquisition strategy is optimized for our traffic and consumer shopping habits
● Develop comprehensive customer insights that help inform new outreach strategies through all marketing channels
● Implement strategic database growth initiatives focused on subscriber lifecycle and engagement
Customer Retention
● Maintain the health of our database, ensuring we are only holding valuable customers with purchasing potential
● Be an expert on the make-up of our database and employ sophisticated segmentation techniques to optimize ROI
● Develop and execute Email/SMS campaign and flows
● Continuously refine our flows for optimal performance
● Employ data-driven insights and an iterative approach to optimize campaign builds, content approach, and testing strategies
● Generate monthly and seasonal reporting on campaigns and flows
Customer Service
● Work with the Head of eCom to develop a comprehensive Customer Service Department that is designed to learn and adapt to the needs of the customer
● Manage the day to day development of our customer service associate
● Recognize customer pain points and give recommendations on how to adjust process and communication to improve our relationship with them
● Use pain point insights to create new or adjust existing customer facing business rules
Salary: $80k – $100k
To Apply: Please send your resume to laurie@kirnazabete.com, subject line Client Relation & Experience Manager
@kirnazabete
Source: Fashionista.com