Client Relationship Manager

Working Days: 5 days/week (Shift-based / Rotational 2 days off per week, not always Sat-Sun)

Responsibilities:

• Develop and execute clienteling strategies to increase client acquisition, repeat purchases, retention, and loyalty.
• Build and maintain strong relationships with VICs and high-value clients through personalized luxury service.
• Elevate the client experience across all boutiques in line with luxury service standards.
• Manage CRM platforms and tools, ensuring data accuracy, system integration, and user training to support effective CRM operations.
• Monitor key clienteling KPIs and recommend action plans to improve business results.
• Analyze client data and CRM insights to identify business opportunities and improve client performance.
• Lead VIC events and exclusive client experiences to strengthen relationships and drive sales.
• Partner with boutique teams to drive client engagement, appointments, and client tier development.
• Collaborate with Retail, Marketing, and Merchandising teams to support client-focused initiatives.
• Perform other duties as assigned by the superior.

Qualifications:

• Bachelor's degree in marketing, business administration, or a related field.

• Strong experience in CRM management and customer service roles, preferably in the cosmetics or FMCG industry.

  • Proven experience in developing and implementing CRM strategies Develop and execute clienteling strategies to increase client acquisition, repeat purchases, retention, and loyalty.
  • Build and maintain strong relationships with VICs and high-value clients through personalized luxury service.
  • Elevate the client experience across all boutiques in line with luxury service standards.
  • Manage CRM platforms and tools, ensuring data accuracy, system integration, and user training to support effective CRM operations.
  • Monitor key clienteling KPIs and recommend action plans to improve business results.
  • Analyze client data and CRM insights to identify business opportunities and improve client performance.
  • Lead VIC events and exclusive client experiences to strengthen relationships and drive sales.
  • Partner with boutique teams to drive client engagement, appointments, and client tier development.
  • Collaborate with Retail, Marketing, and Merchandising teams to support client-focused initiatives.

• Perform other duties as assigned by the superior., managing CRM platforms, and utilizing data analytics for decision-making.

• Strong understanding of customer behavior, segmentation, and journey mapping to drive personalized and targeted marketing campaigns.

• Demonstrated leadership and team management capabilities, with the ability to collaborate effectively across departments and lead cross-functional projects.

• Proficiency in data analysis tools and techniques to derive actionable insights and measure the effectiveness of CRM initiatives.

• Excellent verbal and written communication skills, with the ability to present complex ideas and strategies clearly and persuasively.

• Strong problem-solving skills and a proactive approach to addressing challenges and improving processes within CRM and customer service functions.