Montblanc CRM Specialist

About Montblanc

Montblanc is a global maison renowned for uniting fine craftsmanship, innovation, and timeless elegance across writing instruments, leather goods, watches, accessories, and new technologies. Founded in 1906 and inspired by the spirit of exploration and mastery, the brand offers employees the opportunity to contribute to a heritage of excellence while shaping contemporary luxury experiences for discerning clients worldwide. As an employer, Montblanc values precision, creativity, service excellence, and an entrepreneurial mindset, fostering an international environment where talent can grow across retail, design, manufacturing, marketing, and corporate functions. Its teams are united by a commitment to quality, cultural refinement, and meaningful client relationships.

Montblanc seeks a CRM Specialist in New Delhi to lead CRM strategy, clienteling performance, customer experience, and boutique operations and administration. The role is full-time and includes coordination of boutique activations, reporting, data quality, vendor and invoice processes, budgets, and boutique projects.

Role & Responsibilities

• Execute and contribute to the CRM strategy for the assigned scope, aligned with the long-term business objectives of the organizational unit.
• Develop a cross-functional, 360-degree strategy to preserve and improve client retention and recruitment.
• Coordinate daily and weekly CRM tasks with the region and boutiques.
• Improve data analysis and market visibility across client equation, client demographics, purchase frequency, and client behaviour.
• Develop strategies to improve repurchase rates and predictability.
• Own CRM KPIs and provide clear reporting.
• Own market data quality and data flows, ensuring local laws are implemented.
• Provide boutiques with weekly Clienteling KPI reports by Sales Associate.
• Deliver regular floor training on the latest updates and improving client communication.
• Plan monthly clienteling activity for key launches, including strategic targeting and conversion.
• Develop local client communication strategies based on market needs.
• Build strong strategies and relationships with teams to achieve 30% of business through appointments and clienteling in each boutique.
• Develop client pipelines among top tiers through hyper-personalized activations to upgrade, reactivate, and retain clients.
• Support Marketing and High Artistry in selecting event clientele and contribute to each client's ROI strategy.
• Report monthly on Net Promoter Score client feedback and contribute to brand elevation with the Training and Retain departments.
• Apply international Retail guidelines and the Retail Policy Manual, ensuring implementation in boutiques.
• Follow up on boutique operational activities to optimize performance.
• Manage external suppliers and partners.
• Coordinate regularly with mall and hotel management.
• Share and implement uniform and grooming guidelines in line with international Maison guidelines, including related actions.
• Work with the Area Sales team to share and implement guidelines aligned with MB HQ, ensuring consistency across boutiques in coordination with Marketing.
• Conduct pre- and post-activation briefings with boutique teams.
• Provide ongoing feedback on activation success.
• Manage vendor creation and documentation, and process invoices.
• Ensure professional customer service and after-sales service execution in boutiques.
• Ensure proper execution of central reports.
• Support general retail activities and projects.
• Support the Retail Manager with the budget process and provide progress and gap updates.
• Coordinate new boutique projects, refurbishments, and relocations.
• Maintain the monthly roster and coordinate with the Compliance team; maintain and monitor monthly attendance and leave records.

Workplace

Culture

Montblanc fosters a refined, international workplace culture rooted in craftsmanship, heritage, and a commitment to timeless innovation. As an employer, it values meticulous attention to detail, collaborative excellence, and the personal development of teams who bring its luxury writing instruments, leather goods, watches, and accessories to life.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.