CRM Manager, NEA

Job description

MAIN PURPOSE

 

The position will define and implement the priorities and actions of CRM as per HQ strategies for the best client experience which lead to client’s recruitment, upgrade and reactivation. This role is key to develop 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

·  CRM strategy
·  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
·  Set clear targets and evaluate all CRM actions
·  Evaluate all CRM actions (events reports, monitor budget, etc)
·  Enhance, re-define and manage Hyper Club with MD and Retail Team
·  Client experience
·  Target clients strategically for different events and touch points for distinctive client journey
·  Define and implement Bespoke treatment
·  Client event invitation (overseas/ regional/ local events) and manage it’s RSVP with boutique and commercial team
·  Gift Strategy
·  Define gifting strategy and actions
·  Unique and exclusive gifts for VIP and top clients
·  Close monitoring of budget and ROI
·  Third Party Engagement
·  Explore potential partnerships with new and high potential client recruitment

 

CRM PERFORMANCE & CLIENTS INSIGHTS

·  CRM KPI Performance
·  As a CRM facilitator, conduct ongoing CRM training for Btq team
·  Prospect client conversion
·  Expand active Client’s pool
·  Client retention, re-activation and upgrade
·  Data Capture Report
·  CRM Dashboard
·  Client Segmentation
·  Client Satisfaction
·  Monitor the usage of “The View”
·  Client Study
·  Analyze CRM KPIs on regular basis (monthly/ quarterly)
·  Propose and manage qualitative CRN analysis with insights
·  CRM database management
·  Data quality and accuracy in SAP
·  Data capture in boutiques
·  Leverage Client data to drive insights and support business
·  CRM Campaign
·  Plan and implement CRM campaign based on client segmentation
·  Support product launch to the sales team by providing CRM actions
·  Report on key Client programs results (activated contacts, generated sales, RoI, improvement areas…).
·  Define, measure and optimize ongoing marketing campaigns performance and impact

 

 

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