Client Data & Compliance Specialist

CLIENT DATA & COMPLIANCE SPECIALIST 

GENERAL ROLE

The Client Data & Compliance Specialist is responsible for developing knowledge about Hermès’ customer base to foster relationships with existing clients and attract new ones, in alignment with the Maison’s values and practices.

The role supports the Retail Department on CRM and client compliance-related activities, acting as the main point of contact for new initiatives and rollouts. With a client-centric mindset, it enhances stores’ CRM activity by providing insights and tools to support the regional strategy and targets.

This position is part of the Retail Team of Hermès Italie, based at the Head Office in Milan. It reports to the Customer Experience Manager, and interacts with all stores as well as other head office departments (e.g., Training, ICO, etc.).

The main objective of the Retail Team is to provide all necessary support to Hermès stores, enabling them to achieve their sales objectives and deliver the best possible service to customers. 

Context:

• 10 direct stores in Italy: Milan, Rome, Florence, Venice, Turin, Padua, Bologna, Naples, Porto Cervo and Capri.

• 1 direct store in Greece: Athens.

MAIN RESPONSABILITIES

1. Work to ensure the quality and protection of customer data

• Acts as the main point of contact for Data Quality in the subsidiaries:

• Leads and guides the community to ensure the highest level of data quality;

• Contributes to data quality improvement projects by reporting tool enhancement needs to the Group’s Data Quality Management teams;

• Leads and carries out customer database “clean-up” operations.

• Ensures proper use of customer data:

• Contributes, through expertise and personal insight, to shaping the vision for customer data usage;

• Ensures appropriate use and protection of customer data, taking into account both GDPR regulations and business needs;

• Ensures the relevance and responsible use of customer data, in line with Hermès’ distinctive model.

1. Enhance our understanding of customer behaviors and preferences

• Feed regional strategic thinking by sharing analytical insights and monthly reviews;

• Identify KPIs that support decision-making and monitors their evolution;

• Help build relevant customer lists for customer activation initiatives (in-store activities, events, clienteling, CRM campaigns);

• Monitor monthly targets and achievement of stores on CRM related topics;

• Extract and share with the retail team monthly CRM reports or queries (e.g. list of top clients, …);

• Conduct analysis on customer database to build up an action plan and identify useful insights;

• Work closely with Store Manager and Retail Team to improve the knowledge of our clients and how best to improve our relations with them.

1. Support the deployment of Group data-related projects within the subsidiary

• Ensure proper understanding and organization around newly deployed projects (governance, implementation, action plans, resources, etc.);

• Support the rollout of large-scale projects, such as an international customer profile and development of the CRM tools, acting as the main point of contact for stores and the subsidiary.

1. Act as the main point of contact for the Customer Experience community on data and customer experience topics

• Provides support to stores, the subsidiary, and the region:

• Contributes to data-related communications and supports users in adopting and understanding analyses;

• Gathers user needs and feedback and adopts a continuous improvement approac