​ Director of Client Relationship Management - CD PEACOCK

The Director of Client Relationship Management (CRM) is responsible for leading a Culture of Excellence in the stores and driving the Client’elligence philosophy amongst our store leaders. As a leader of leaders, this individual will ensure the client journey involves the conversion of new customers to clients and the cultivation of existing clients. The Director of CRM will also partner with corporate leaders to deliver grassroots events that will drive retention of existing clients at CD Peacock. By achieving defined performance targets and objectives, this individual will play an integral role in creating client loyalty through strategic planning and effective outreach.

Position Description

▪ Direct and oversee the clienteling efforts of the stores, to convert customers to clients

▪ Implement Client’elligence as the primary strategy to support stores’ CRM disciplines

▪ Work with the Client Development Assistant directors to strategize clienteling efforts and develop disciplines around store outreach, particularly around ‘follow-up’

▪ Determine a cadence for learning and development that is tailored to the store teams; including proper formats and forums for conducive learning environments

▪ Collaborate with CRM technology partners (including IT, Edge CRM, Clientbook, etc.) to continuously enhance and improve our software, systems and technical resources

▪ Coordinate with the stores and corporate marketing to determine a cadence for local events that align with strategic objectives and are timed with seasonality, product launches and brand focuses

▪ Support marketing and promotional initiatives (both in and out of the store) that will engage the local market, surprise & delight our clients, differentiate the brand…and ultimately drive revenue growth

▪ Regularly meet with store and corporate leadership to review progress toward performance objectives and clienteling KPI’s

▪ Update Board of Directors and senior leadership on the progress of CRM initiatives, providing any relevant data / analysis that will quantify the clienteling efforts of the Sales Professionals

▪ Work with VP Sales and Client Development on identifying individualized strategies for Diamond clients

▪ Leverage cross functional relationships (across the stores and corporate teams) that will support the priorities around Client’elligence i.e., best practices, data analysis and key performance indicators

▪ Work with managers to ensure consistency of disciplines within the Client’elligence framework

Position Requirements

▪ Four-year college degree is preferred, but not required

▪ Must be able to lift a minimum of 15lbs

▪ Must be able to work (on average) 40 hours per week

▪ Must reflect and role model our company’s Core Values at all times

▪ Must always reflect professionalism, honesty and integrity as part of the leadership profile

▪ Must be flexible and available to work occasional weekends and during events

▪ Prior experience in Luxury Retail / Jewelry & Watches is preferred but not required

▪ GIA / AJP Certification is preferred but not required