Senior CRM and Retail Marketing Manager

Key Responsibilities:

1. CRM Strategy & Business Performance

• Develop and execute CRM and clienteling strategies across APAC to support business growth.
• Drive client acquisition, retention, reactivation, repeat purchase, and customer lifetime value.
• Set and track CRM KPIs with local markets and retail teams.
• Identify opportunities through customer insights, data analysis, and market trends.
• Ensure CRM initiatives contribute to sales performance and store productivity.

2. CRM Campaigns & Client Activations

• Plan and execute CRM campaigns, client journeys, and retail marketing activities.
• Deliver personalized customer experiences based on segmentation and lifecycle stages.
• Lead client events and activations across markets.
• Manage customer recruitment initiatives with external partners and shopping malls.
• Evaluate campaign effectiveness and recommend improvements.

3. Clienteling Training & Adoption

• Lead regional clienteling training programs and best-practice sharing.
• Develop tools, guidelines, and materials for retail teams.
• Conduct regular CRM meetings and system training sessions.
• Drive adoption of CRM processes, tools, and performance standards across markets.

4. CRM Projects & Omnichannel Development

• Manage regional CRM projects and system rollouts.
• Support automation, omnichannel, e-commerce, and customer engagement initiatives.
• Act as the key contact for CRM systems, customer data processes, and clienteling tools.
• Work with stakeholders to define requirements, implement solutions, and ensure user adoption.

5. Client Service Center Management

• Manage and develop the regional Client Service Center team.
• Monitor service quality, customer feedback, and operational performance.
• Recommend improvements to enhance customer experience.

6. Reporting & Data Analysis

• Prepare regular CRM and campaign performance reports.
• Analyze customer behavior, segmentation, and campaign effectiveness using data visualization tools.
• Provide actionable insights to improve targeting, engagement, and ROI.
• Ensure customer data quality and KPI tracking. Requirements:
• Bachelor's degree or above.
• Fluent in English, Cantonese, and Mandarin.
• Strong written and verbal communication skills in English and Chinese.
• Minimum 8 years of CRM experience, preferably in luxury retail, premium consumer goods, or related industries.
• Proven track record in CRM strategy, customer engagement, and clienteling.
• Proficient in MS Office and data analysis tools.
• Experience with CRM platforms, reporting tools, and customer databases.
• Knowledge of project management and omnichannel customer engagement.
• Experience with HTML/email template creation is an advantage.
• Customer-focused with strong commercial awareness.
• Analytical, detail-oriented, and results-driven.
• Strong planning, project management, and organizational skills.
• Excellent communication and stakeholder management abilities.
• Proactive, resourceful, innovative, and adaptable.