CRM Manager

• Develop and implement strategies to elevate the client’s experience (events/ activations) across all retail touchpoints, ensuring every interaction embodies the brand’s heritage and values and ensuring the team delivers a luxury experience.
• Drive CRM calendar, boutique activations and in-boutique appointments to help build long term loyalty and enhance customer experience.
• Lead and deliver client development programs, create and implement a clear loyalty program with segmentation and analysis.
• Work closely with boutique teams to enhance personalized engagement for individual customers and help front line team to build long-term relationships with our clients.
• Analyze and manage the database, use data to help drive performance and identify opportunities for continual enhancement.
• Serve as a brand ambassador, exemplifying poise, precision, and respect for the maison’s legacy in every customer-facing initiative.
• Support and roll out global and local CRM tools based on market needs.
• Help boutique team manage after sales service and complaint cases and help coordinate online enquiries.

Professional requirements

• Min 7 years’ experience in CRM, customer management within the hospitality or luxury sector.
• Proven capability to design and implement impactful client development programs.
• Deep understanding of luxury clientele expectations in a high-end environment.
• Exceptional communication and fluency in English, Cantonese and Mandarin, leadership, and stakeholder management skills.