CRM & Client Development Manager (Luxury)

Our client is a prestigious luxury brand seeking a relationship-driven CRM & Client Development Manager to enhance client engagement and loyalty. Partnering closely with boutique teams, you will drive clienteling initiatives, cultivate relationships with VIP and high-net-worth clientele, and elevate the overall customer experience.

Key Responsibilities

Client Development & Relationship Management

• Develop and execute client engagement strategies to strengthen relationships with VIP, VIC and high-net-worth clientele.
• Drive the annual client development and relationship-building calendar, including exclusive events, hospitality initiatives and personalized experiences.
• Partner closely with boutique teams to identify opportunities for customer acquisition, retention and reactivation.
• Support retail teams in cultivating long-term relationships with key clients and collectors.
• Promote a culture of client-centricity and luxury service excellence across the market.

Clienteling & Retail Partnership

• Act as a trusted advisor to boutique teams on client development best practices.
• Coach and support frontline teams in leveraging client insights to create meaningful and personalized interactions.
• Work closely with retail management to enhance conversion opportunities through stronger customer engagement.
• Identify opportunities to deepen relationships with top-tier clients and elevate their overall brand experience.

Brand Ambassador & Customer Experience

• Serve as an ambassador of the brand and uphold the highest standards of luxury service.
• Build credibility and rapport with sophisticated clientele, including collectors and high-net-worth individuals.
• Ensure every client interaction reflects the heritage, craftsmanship and values of the brand.
• Support boutique teams in managing special client requests and after-sales service experiences.

CRM Operations

• Support the implementation and adoption of global CRM tools and initiatives.
• Maintain strong data quality and client information management practices.
• Leverage customer insights and client data to identify engagement opportunities and support decision-making.
• Track client development activities and provide recommendations for continuous improvement.

Requirements

• Around 6 years of experience in Client Development, CRM, Clienteling, Customer Experience, VIP Relationship Management or related functions.
• Experience within luxury retail, watches, jewellery, fashion, hospitality, private members' clubs, premium lifestyle brands or high-net-worth client environments.
• Strong understanding of luxury customer behaviour and relationship management.
• Proven ability to engage confidently with affluent clientele and senior stakeholders.
• Excellent communication and interpersonal skills with a polished and professional presence.
• Commercially aware with a strong appreciation of how client engagement supports boutique performance.
• Comfortable working in a fast-paced and highly service-oriented luxury environment.
• Experience partnering with frontline retail teams and influencing stakeholders without direct authority.
• Fluency in English and Cantonese; Mandarin is advantageous.