Camille Filiol - CRM Strategy Consultant, Freelance for Luxury, Fashion, Retail, Hospitality

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Work Background

Self-employedIndependent CRM Strategy & Growth Consultant

Jul. 2023Online · RemoteSupporting all sized businesses across the luxury, fashion, travel, marketplace, tech industries along their CRM journey. Whether at infancy stage or at a more advanced stage I can help from defining and implementing mid to long term strategy, KPI and teams to optimising existing activities and tactics, refining reporting and analyses. My goals are as follows * drive operational efficiencies, * optimise customer data capture & quality to drive growth * set up basic to sophisticated customer reports to deliver actionable insights * improve data-driven campaign management for better engagement & revenue * setup loyalty & retention tactics to drive repeats

SECRET SALESVP of CRM

Apr. 2021 - Jul. 2023

UNIQLO EUROPE LTDCRM Manager

Jan. 2019 - Apr. 2021London, United KingdomResponsible for setting up the CRM function at UQEU as part of the FastRetailing Group.

AMANCRM Manager

Dec. 2014 - Dec. 2018London, United KingdomThe role of the Global CRM team is to support the group’s ambition to generate unprecedented revenue growth and improve demand creation by optimising relationships with guests throughout their journey with the brand, empowering all touchpoints along the guest lifecycle to deliver personalised services and communications for better engagement, repeat rates and customer lifetime value. Responsibilities • Define Global CRM strategy and budget; responsible for the customer database, cleanliness and privacy • Develop the Consumer Business Intelligence suite of Excel tables and quarterly presentation to ExCo • Manage team made of CRM agency, Email design agency, freelance copy-writers and designers • Lead “CRM tribe” composed of internal IT, Data Management and Operation team members with mission to maintain, fix and enhance the CRM systems’ infrastructure (CRM Product development) • Define and manage the communications calendar, overseeing the production process of bi-monthly consumer campaigns, as well as press release and travel trade campaigns • Defined and leading the Guest Engagement initiative aligning Operations, Data Management and Marketing to optimise guest touch points and improve key metrics (satisfaction, engagement, repeat rates) • Find innovative solutions and partner agencies as team extensions to generate value

Paul SmithCRM Executive

Aug. 2012 - Dec. 2014London, United KingdomAs Worldwide CRM champion, lead the CRM strategy across the retail and digital channels by collaborating closely with the IT department to provide a single customer view using Microsoft CRM Dynamics software as the central customer data management system * review integration with various sources and set up reports to install and monitor data integrity *complete integration with email marketing platform for faster email deployment, easier and more acute segmentation, more automated processes * addition of new sources including online web platform to enable more targeted communication strategy * coordinate the set up of customer services onto CRM for improved cohesion of information * produce data capture guidelines and reporting tools to improve results and quality of data captured at point of sale * define CRM KPIs and set up reports to activate and measure lifecycle campaigns to specific segments * Collaborate with the Marketing Manager, the Head of Retail and all Retail Managers to identify opportunity customer clusters, define sets of exceptional services to deliver to them via the nominated best in class staff * Define omnichannel journeys and identify key ones to service to provide brief to IT for the enhancement of the EPOS system Ongoing responsibilities - main point of contact with the IT department and email marketing agency for ongoing activity monitoring, troubleshooting and provide them with briefs on enhancement projects - provide segmentation strategy in collaboration with Digital content and marketing teams for day to day and seasonal digital and print marketing campaigns - produce ad hoc data extracts and customer analysis reports to share customer knowledge with other departments - communicate cross channel campaign launch guidelines to direct touchpoints

MatchesCRM Executive

Sep. 2010 - Aug. 2012MatchesEmail marketing coordination and strategy definition segmentation, deployment and reporting of daily campaigns subscriber journey optimisation through targeted campaigns and email programmes Customer insight project management, set up of online and paper surveys, escalation processes and quaterly reporting Database quality optimisation, monthly monitoring of new clients data capture in store