Assistant CRM Manager, NEA

The Assistant CRM Manager, NEA reports to Regional CRM Director and actively defines, accelerates and implements client marketing strategy in Northeast Asia region for the Maison. His/her main objective is to increase client acquisition, satisfaction & retention across all channels, including internal & external boutiques as well as specialists.

This role is responsible for developing and implementing local and NEA client marketing campaigns, adapting global Piaget campaigns to local audience, identifying client opportunities, monitoring CRM KPIs, measuring campaign results, performing client segmentation and creating client lists.

He / She should lead and elevate data and client knowledge expertise through insightful CRM data analysis, building intelligence and recommendations to support the development of client marketing actions.

DIMENSIONS

Geographical area: HK, Macau, Hainan, Taiwan (to review, monitor & consolidate).

Key Responsibilities

• CRM STRATEGY
• Define NEA & local CRM strategy and actions aligned with annual business plan
• Develop key strategies on client acquisition, retention and re-activation
• CLIENT EXPERIENCE & TREATMENT
• Design & optimize client journey and client experience across all touchpoints
• Develop local client programs, in-boutique experiential activations, ACE clienteling program, WhatsApp clienteling program
• Define gifting strategy and client treatment plan based on client segmentation
• Implement client activation campaigns from HQ CRM team and roll out NEA client programs to NEA markets
• Collaboration with Communication team for CRM budget follow up
• CLIENT DATA MANAGEMENT
• Prepare monthly client performance reports for NEA
• Conduct NEA CRM data analysis with insights sharing
• Monitor data capture & CRM KPIs with NEA markets and develop improvement plans
• Perform client segmentation & create various client lists
• Support all data enhancement projects (e.g. CDB, Salesforce, SAP)
• CLIENT MARKETING
• Develop clienteling plan & drive-to-store activities on WhatsApp 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
• 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

Requirements

• University graduate
• Minimum 5 years CRM experience, preferably from luxury watch & jewelry or fashion
• Proven record of CRM strategies, analytical skills and data management
• Experience in digital & WhatsApp marketing
• Highly independent, multi-tasks and result-oriented
• Excellent presentation & communication skills
• Fluent in written & spoken English, Cantonese & Mandarin