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CRM Manager, Luxury Retail

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China Roger Dubuis Full time
Main Purpose

The position will define and implement the priorities and actions of CRM as per HQ strategies for the best client experience, leading to client recruitment, upgrade, and reactivation. This role is key to developing the CRM program by leveraging data, through seamless communication with boutique staff as well as real client engagement experience during events to drive insights for better decisions.

Key Result Areas and Main Responsibilities

Client Relationship Management

  • Develop and implement CRM strategies to identify actionable insights about consumer behavior and drivers of business performance.
  • Set and align with MD for CRM objectives and action plan for the year.
  • Evaluate all CRM actions, including events reports, budget monitoring, and Hyper Club management.
  • Enhance, redefine, and manage Hyper Club with MD and Retail Team.

CRM Performance & Clients Insights

  • Conduct ongoing CRM training for boutique team, prospect client conversion, expand active client pool, client retention, re-activation, and upgrade.
  • Analyze CRM KPIs on a regular basis, propose and manage qualitative CRN analysis with insights.
  • Manage data quality and accuracy in SAP, data capture in boutiques, and leverage client data to drive insights and support business.
  • Plan and implement CRM campaigns based on client segmentation, support product launch to the sales team by providing CRM actions, and report on key client programs results.

Job Profile

  • University Degree.
  • 3-5 years of experience in a relevant role in luxury retail industry.
  • Knowledge in data management and CRM applications, excellent computer skills, especially SAP, Word, Excel & Power Point.
  • Analytical and problem-solving mind-set, dynamic and active, strong people skills to deal with diverse working environment.