Align business objectives to define CRM objectives, CRM strategies, client development strategy, KPI goal setting, and implement CRM initiatives.
Enable Service Hub’s role (Customer Relationships Management, Customer Experience and Client Relations) as the strategic partner of Retail through target clientelling and sales planning.
Plan and implement clienteling & client development strategy and initiatives for recruitment, retention, activation, re-activation, and customer engagement.
Develop and execute the CRM strategy and manage consumer lifecycle, aligning it with the company's objectives and values.
Collaborate with retail store team to plan targeted programs and customer development initiatives through customer database segmentation, personalized communications creation, multi-channel campaigns.
Program Creation and Implementation
Formulate, assess, and select communication and segmentation strategy to engage new customers and retain customers.
Collaborate with Communications Team on engaging prospects and facilitate new recruitments.
Plan yearly invitation to optimize customer engagement through events and workshops and bespoke activities. Assist and support VIP events.
Develop, oversee, and implement client communications and customer activation.
Create innovative and omni channel customer communication.
Analytics
Lead CRM team to manage analytics and translate data into insights and recommendations to address current and forecast future business dynamics and evolution and actions to achieve business goals.
Conduct customer segmentation and analysis to identify target customer groups and develop personalized strategies.
Bring together Consumer Analytics, Business Intelligence, Online and other related analytical data to identify opportunities.
Monitor and analyze CRM performance metrics for improvement and support other departments to make data-driven decisions. Review client segmentation to measure progress in client development.
Analyze performance and impact of client initiatives on client development and sales
Cross- Functional Support
Collaborate with cross-functional teams to ensure CRM strategies are seamlessly integrated into overall business strategies and maximize the effectiveness of programs.
Support outreach for special business objectives and provide lists, email/texting templates as needed.
Present regular consumer reports providing deep-dive program performance and customer reports. Provide feedback on how to optimize customer engagement and make actionable recommendations to stakeholders.
CRM Expertise and Intelligence
Oversee the maintenance of customer data base and CRM systems, ensuring accurate and up-to-date customer data and implementation of Client Data Protection regulations.
Monitor and coach to achieve high customer data capture quality and rate.
Stay informed about industry trends, advancement in CRM technology and best practices to drive innovation and continuous improvement.
Explore opportunities with the landlords and malls to drive increased engagement of the targeted community.
Educate the store team on CRM knowledge and how to leverage consumer analytics.
Requirements & Capabilities:
University graduate in related disciplines.
At least 10 years of experiences in CRM management, preferably in retail industry.
Proven track record in developing and executing CRM strategies and programs to drive customer engagement, loyalty, and sales development.
Excellent analytical and problem-solving skills, with the ability to interpret data, extract actionable insights and translate them into strategic recommendations.
Strong project management skill and interpersonal skill to collaborate with cross-functional teams and effectively convey CRM strategies and objectives.
Proficiency in Microsoft Office, Excel, PowerPoint, CRM tools, databases, BI tools and analytics platforms.
Proactive, dynamic, creative and client centric.
Fluent in English, Cantonese, and Mandarin.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Retail Luxury Goods and Jewelry
Referrals increase your chances of interviewing at Hermès by 2x