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CRM Manager

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Richemont Full time
The Oldest Fine Leather Goods House in the World

Founded in 1829, Delvaux is a truly Belgian brand. In fact, it was even born before the Kingdom of Belgium, which was only established one year later, in 1830.

Created in Brussels by the innovative Charles Delvaux, la Maison has remained at the forefront of luxury leather goods for nearly two centuries because of its savoir-faire, uncompromising craftsmanship and the outstanding quality of its creations.

RESPONSIBILITIES

Reporting

  • Provide weekly and monthly CRM reports.
  • Monitor CRM action results by store and by individual staff.
  • In charge of CRM tools and responsible for sending email blasts and generating call list according to boutique specific needs.
  • Regular analytical analysis of competitors and the customer landscape to ensure the competitiveness of the CRM program.

Retail Activities

  • Promotes optimum staff performance by coaching, counseling, and disciplining employees.
  • Keep abreast of market trends to determine the need for improvements in the store.
  • Determine, set, track and report all Retail KPIs.
  • Analyze sales and revenue reports on weekly and monthly basis.
  • Maintain store staff by recruiting, selecting, orienting, and training employees.
  • Train and evaluate store employees through selling role play and Client Experience Program.
  • Train store employees on corporate policies and procedures.
  • Develop relationships with key suppliers and vendors.
  • Suggest new operational and selling strategies to improve store's performance and productivity.

CRM Activities

  • Work with Retail Team to develop CRM strategy and customer loyalty program to meet company's objectives.
  • Managing CRM budget planning and keeping expense in-line with budget.
  • Understand different boutique CRM needs and develop specific activities suitable to their needs, including acquisition, conversion and retention.
  • Plan and organize all in-store selling events, client activities, and international CRM events.
  • Evaluation all CRM actions / program efficiency and propose changes according to its needs.
  • Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
  • Overseeing direct communications with customers through the CRM program.
  • Responsible for building customer base by developing a strong rapport with VIP customers potential, finding their particulars and meeting their requirements.
  • Proactively work with different partners to generate new business opportunities, partnerships and host events accordingly.
  • Deal with complaints from customers to maintain brand's reputation.
  • Develop and manage on-going email campaign strategy that includes segmentation of customer groups to optimize sales and retention.

Client Experience

  • Responsible to evaluate staff customer service level.
  • Set objectives to each store according to their weaknesses.
  • Lead sales team to develop actions to improve / maintain excellent results at Client experience program.
  • Develop training program with Trainer / Store in Charge on customer service standards.
  • Proactively review and seek feedback from frontline staff and assist Retail Manager to develop systematic staff coaching with store manager to monitor staff service performance.

REQUIREMENT

  • At least 5 years of experience in Retail Management, managing client servicing, CRM tools and client relationship management.
  • Knowledge of retail management best practices.
  • Strong communication and interpersonal abilities.
  • Excellent organizing and leadership skills.
  • Analytical mind and familiarity with data analysis principles.
  • Comprehensive understanding of VIP's, CRM and events operations.
  • Customer oriented Ability to accurately profile and segment VIP clients effectively with good communication skills.
  • Creativity in finding ways to retain customers and ensure business growth.
  • Multitasker with the can-do attitude and ability to produce results whilst working under pressure.
  • Good team player and able to work independently.
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