JOB TITLE: CRM Manager

LOCATION: Korea

REPORTING TO: Managing Director

 

 

MAIN PURPOSE
The CRM Manager develops and implements locally the Client Experience and Client Marketing Strategy of the Maison. His/her main objective is to increase Client acquisition, Satisfaction & Loyalty, within an omni-channel environment, including boutiques, specialists, digital and Contact Centre. This role is also responsible for performing client segmentation and creating client lists to maximize contact opportunities; developing and monitoring CRM KPIs to evaluate client performance; conducting insightful CRM data analysis to build intelligence and recommendations to support the development of client marketing actions.

 

KEY RESPONSIBILITIES:

Key responsibility 1: CRM STRATEGY
- Define local CRM strategy and actions aligned with annual business plan
- Develop key strategies on client acquisition, retention and re-activation

Key responsibility 2: CLIENT EXPERIENCE & TREATMENT
- Design & optimize client journey and client experience across all touchpoints
- Develop client follow up programs, in-boutique experiential activations, ACE clienteling program
- Define gifting strategy and client treatment plan based on client segmentation
- Adapt client activation campaigns from regional team & HQ CRM team
- Collaboration with Communication team for CRM budget follow up

Key responsibility 3: CLIENT DATA MANAGEMENT
- Monitor data capture & CRM KPIs and develop improvement plans
- Perform client segmentation & create various client lists
- Conduct CRM data analysis with insights sharing
- Support all data enhancement projects (e.g. CDB, Salesforce, SAP)

Key responsibility 4: CLIENT MARKETING
- Develop client communication plan & drive-to-store activities on social media platform
- Develop in-store promotion calendar & activities aligning with marketing calendar
- Analyze activity results to support further action
- Promote the use of The View clienteling app and develop contact plan
- Monitor regularly by boutique regarding client contact and follow up actions

Key responsibility 5: STRATEGIC PARTNERSHIP
- Explore new strategic partners
- Collaborate with partners to acquire new VIPs to expand HJ client pool
- Develop events & joint promotion campaigns with partners to recruit new clients

 

 

EXPERIENCE:
- Over 10 years of professional experience related to Client Relations (Luxury Jewelry and Watch, Fashion will be plus)
- English fluent
- Excellent communication, analytical and organizational skills
- Pro-active approach to tasks and ability to manage several projects simultaneously and timely
- Result-oriented
- Team player