CRM Manager

A high-end luxury retail group carrying over a hundred brands in fashion & beauty.

Job Description

1. Develop & execute a strategic customer communications plan to support key drivers and marketing programs to drive traffic and sales both in-store and online.
2. Develop insights and effective segmentation of our customer database to implement customized Direct-To-Customer (DTC) communications with targeted messages & offers to reactivate lapsed customers, retain and stimulate the spend of existing customers through offers of relevant price point products, commercial drivers, and customer experiences.
3. Work with the marketing team to plan and execute customer acquisition and prospect conversion programs.
4. Support client teams to plan and elevate the standards of communications and rewards for VIP customer segments.
5. Coordinate with relevant internal teams to obtain all necessary materials for communications planning and broadcast.
6. Work with internal teams and vendors to establish reports on results of communications broadcast after each campaign.
7. Manage relationship and governance of all CRM vendors, including but not limited to broadcast channel vendors, data capture vendors, and print production vendors. This includes setting and monitoring KPIs and service levels, establishing workflow processes, and regular reviews on service quality with vendors.
8. Manage any request for proposal process when the need arises to source for a new vendor.

Job Requirements

1. Degree holder in Marketing or related discipline.
2. Minimum 5 years experience in a related field, preferably with luxury retail or retail experience and with CRM or loyalty marketing agency experience.
3. Regional / International exposure will be an advantage.
4. Data and numerically savvy with the ability to read and interpret customer analysis reports.
5. Excellent analytical skills and strong budget management skills.
6. Digitally savvy with a focus on digital & mobile communications.
7. Strong team leader with experience in leading a team.
8. Excellent coordination, communication, and interpersonal skills.
9. Excellent command of English (Strong English copywriting skill will be a bonus - marketing copy).
10. Ability to write and present good business presentations and proposals.
11. Good command of written and spoken English, Cantonese, and Mandarin.