Reference code: JR124283
YOUR MISSION:
Cartier CRM Manager is responsible for delivering client analytical insights and leading client-related actions and projects based on our maison’s business objectives and client strategy. The team’s responsibility is to be the strategic engine for client understanding and value creation, translating insight into actions that accelerate sustainable, high-quality growth. As the CRM manager, the job-holder involves in various client data projects and implements differentiated local engagement activations across channels to enhance acquisition, retention, and loyalty.
HOW WILL YOU MAKE AN IMPACT?
Develop local client strategy and lead the client relational activation
- Initiate the strategic planning and build client engagement actions considering client lifecycle, behavior and their journeys.
- Create yearly e-CRM local contact plans based on e-CRM segmentation, 360 wave plan, and local campaign needs, and conduct 1 to many activations through Email, MMS, and DM
- Build the end-to-end clienteling strategy across commercial channels and implement targeted business development plan by identifying sales opportunities, with special attention to VIP, High-end client acquisition and retention
- Collaborate with cross-functional teams to develop and implement client centric strategies that drive client engagement and loyalty.
- Monitor and evaluate client KPI and CRM performance result to the senior management and the central teams of all CRM activities with careful attentions on ROI.
Deliver data-driven client insights and data management
- Conduct in-depth client analysis based on client behavior and market trends to identify key opportunities and challenges, and provide actionable insights and recommendations to the relevant teams
- Lead new client data related projects with central teams in collaboration with cross-functional teams (commercial, marketing, and communication) in Korea, esp. ensuring high-level of execution
- Regularly assess, clean and manage the quality of client data with careful attention on local legislation and client data governance
- Implement and maintain CRM system solution updates, request enhancement to the central team based on the local business needs
Control CRM budget & manage the team
Maintain accurate spending forecasts and update as needed and be responsible for compliant process of all spending
Be responsible for client gift management and treatment
Follow-up and control of budgets related to the marketing and communications activities (incl. monthly reporting) and communication financial procedures
Nurture one-team spirit and lead the team by example at all time
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
Bachelor's Degree or Equivalent Level
Minimum of 10 years work experience; proven track record as a CRM professional, preferably in luxury industry
Client focus, strategic thinking, business acumen, problem-solving, highly organized cable of multitasking under tight timeline and pressure
Excellent leadership with clear communication and interpersonal skills
Able to demonstrate strong analytical skills and familiar with CRM platforms and solutions; Salesforce, CDP, SAP, Booster, Looker, and clienteling application
Experience in client data management and governance
Fluent in written & spoken English and Korean
