MAIN PURPOSE

The CRM Manager, Montblanc, is responsible for managing, guiding, and reinforcing all CRM, Clienteling and customer journey activities and performances in whole channels (Retail, Travel retail and Ecom) in Korea with close communication within local team and HQ team and also elevating customer experiences by delivering omni channel activation.

 

 

KEY RESPONSIBILITIES

 

 

Key responsibility 1 – CRM KPI Management

• Preparing CRM MTD/YTD report with analysing customer data-base status by BTQ (Capture rate, UPT, ABV, Capture rate, Information capture rate, contribution by segment, gender, collector list, etc)
• Monthly / Quarterly CRM activation plan and follow-up and feedback
• Align CRM activities with APAC, HQ Request
• CDB Management with BTQs, IT and HQ / APAC with CDB cleaning
• BTQ Staff CRM monthly training and communication

 

 

Key responsibility 2 – Clienteling, Customer Journey & Loyalty Program management

• Monthly, Quarterly and Annually Clienteling ACTION planning and review  - Plan for developing Active, Inactive to active, TOP VIPs, high potential and collectors and boosting their sales by various CRM and promotional actions

       - Seasonal gift (with MKT , using CRM BUDGET) / VIP's special request handling with HQ : Special order (LE)

       - Support and guide RAM to execute these actions for BTQs

       - Monthly monitoring, analysing CLIENTELING result by BTQs and action planning with RAM

       - Identify high potential customer from BTQ and make recruitment action plan for key events (BWW, SIHH CTY, preview, essential moments and etc) with keen communication with RAM and BTQs

• Planning of Key VIP events (Essential Moments, Sample preview & local essential events)
• Special action suggestion to RAM for Retail excellence.
• Global VIP events with TOP VIPs as brand ambassador

 

 

Key responsibility 3 – Retail Activation planning & Communication.

• Retail Activation planning - aligned with marketing calendar
• Periodical promotion planning
• Communication planning for each occasion - eDM, DM and call with agency
• Active Sales involvement for pre-order, VIP orders.
• Department store’s DM communication planning and execution
• Communicate all in-store promotion with retailers to support RAM’s actions in BTQs.
• Handling request of event and promotion from the department store.
• Cooperation with other department for promotional support (Marketing & PR) and communication with team.

 

 

Key responsibility 4 – Budget management.

• Manage CRM budget with retail director to optimize all CRM activities.

 

 

Job requirements

 

• Minimum 10 years of relevant working experience with at least 2~3 years at managerial level of CRM and Clients related area in luxury retail industry
• Bachelor’s degree or above in Business Administration or related discipline
• Detail oriented management with retail excellence.
• Strong problem-solving skills and good communication skills in internal and external stakeholders
• High level of CRM and KPI analytical skills and leadership skills to lead BTQs
• Fluent in English and Korean