CRM Manager | Onsite  

Job Summary

The main responsibility of the CRM Manager is to efficiently lead the team in revenue generation initiatives and operational excellence. The CRM Manager must provide product expertise in all six categories, and ensure that every customer interaction results to a very positive experience that will translate to sales, customer loyalty and growth in customer base. The CRM Manager assists in implementing strategies and initiatives that improve store efficiencies, monitor inventory, attain financial goals and develop key talents.

The CRM Manager requires leadership, influencing, organizing and planning skills, and maturity to be able to oversee store operations, perform administrative tasks and still fulfill the very basic expectations in sales, merchandising, inventory control, cashiering and leading a team. This position is designed to enhance the leadership and strategic skills of the incumbent by giving strategic assignments and projects.

Essential Duties and Responsibilities

Financial Management

• Responsible for accomplishing financial objectives.
• Responsible for providing business analysis, measurement and reporting using internal data to assess store operations, and institute best practices.
• Responsible for implementing, measuring and maintaining all store operations policies and procedures, as well as looking for opportunities to improve processes and increase efficiencies.

Customer Management

• Provide guidance to all advisors and supervisors on retail SOPs and customer service.
• Initiate and manage every interaction with a customer by providing an outstanding service ensuring that consistency and the highest professional standards are maintained at all times.
• Understand a pet’s (dog and/or cat) health condition, lifestyle, habits and requirements; and ensure that the pet’s health remains the focus when answering queries and/ or providing product information and benefits.
• Ensure that irate customers are treated with respect, and complaints and/ or inquiries are handled with the highest level of professionalism making certain that only necessary information are disclosed.

Merchandising Management

• Partner with the Category Management Team in training the advisors and supervisors on merchandising and inventory control standards and in monitoring compliance with these standards.
• Perform product facing, fronting and cleaning to maintain the “premium look” of the store.
• Monitor and update shelf-tags.

People Management and Self-Development

• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Actively partner with Learning and Development Team in recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.
• Managing and motivating the team by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Consciously create a workplace culture that is consistent with the overall organization and that emphasizes the identified mission, vision, guiding principles, and values of the organization.

Others

• Perform other administrative tasks that may be assigned by the Head of Retail Operations or other Department Heads.
• Recommend and participate in all improvement and engagement programs and initiatives implemented in the store.

• Graduate of a four-year course from a reputable university
• Believes in and models the brand in appearance, demeanor and lifestyle
• Has entrepreneurial mindset with the ability to spot business trends and opportunities
• Confident, driven and a dynamic leader
• Detail-oriented, focused and highly organized
• Personable and with very good communication and people skills
• Persistent and with good influencing skills
• Good in time management
• Capable of handling changing and increasingly challenging requirements or demands
• Marketing and IT savvy
• A team player with a sense of humour