CRM Manager

The Company To lead and enhance Breguet’s CRM strategy to preserve and elevate the distinguished customer journey. The CRM Manager will drive a client-centric culture across the boutique network by strengthening CRM initiatives, improving the effectiveness of customer data, and ensuring consistent engagement standards. Through analysis of customer insights and performance, the role will support the continuous improvement of service experiences, reinforce customer loyalty, and contribute to measurable business growth.

Job Description

• 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.