Reference code: JR124838
YOUR MISSION:
The CRM Assistant Manager, assisting and working closely with the Sr. CRM Manager, as well as commercial teams within the organization, will be involved in various activities, including without limitation the development and execution of Client Relationship Management strategies for the purpose of enhancing client loyalty and elevating personalized experiences.
HOW WILL YOU MAKE AN IMPACT?
Support the implementation of CRM strategies and Client Engagement actions
Assist in planning and execute targeted CRM actions (in-BTQ clienteling, client loyalty engagement programs, and gift management) as a CRM point of contact for the cross-functional teams and internal & external boutiques
Deliver detailed action guide and provide training to boutique staff on CRM local initiative actions and cleinteling tools; from client data acquisition to client retention, indirectly supporting the sales growth
Conduct market research to bring insights and propose the future VIP gifting plan and treatment development
Coordinate and ensure personalized and relevant client communications to be done across channels (email, SMS, direct mailer, clienteling tool) in timely manner
Monitor and distribute the results of CRM performance and KPIs for continuous improvement and target achievement of CRM initiatives
Manage Client Data and Analyze Client Behavior
Ensure enrichment, growth, cleanliness and integrity of CRM/e-CRM database with careful attention on local legislation and client data governance
Contribute to process improvements to ensure CRM efficiency and compliance with data privacy regulations (GDPR, local laws)
Monitor the competitors’ client marketing activities, market trends and insights and share them with all relevant teams
Analyze client lifecycle, segmentation, and performance to generate actionable insights
Provide regular client reports and conduct client analysis on demand to support the commercial and marketing business decisions
Maintain and support the enhancement of CRM platform and solution in collaboration with internal stakeholders
Be responsible for CRM Operation
Manage and monitor CRM inventory (gift, catalogues, editions, CRM tool, etc); forecasting the usage, submitting the orders to HQ, receipt of imported goods, and distributing to boutiques & relevant teams
Support financial management; creation of vendors, creation of PO, submit invoices, and reflect to CRM budget and Expense
Ensure operational excellence in delivering and managing the CRM-related process and actions, esp. high-level of execution
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
Bachelor's degree (Preferred Data, Business or Statistics etc.)
Minimum of 6+ years’ work experience; proven track record as a CRM professional, preferably in luxury industry
Client centric, strategic thinking, strong data analytical skills and good understanding of CRM systems; Salesforce, CDP, SAP, Booster, Looker, and clienteling application
Team player with strong interpersonal skills, excellent communicator
Pro-actively approach to tasks and ability to manage several projects simultaneously and timely manner
Highly organized and detail oriented
Fluent in written & spoken English and Korean
