Assistant CRM Manager / CRM Manager – Luxury or Fashion brand in Retailer

Luxury brand in Asia Pacific 

Role & Responsibilities:

Reporting

• Provide weekly and monthly CRM report to Retail head.
• Monitor CRM action results by store and by individual staff.
• In charge of CRM tools and responsible for sending email blasts and generating call list according to boutique specific needs.
• Regular analytical analysis of competitors and the customer landscape to ensure the competitiveness of the CRM program

Retail Activity

• Promotes optimum staff performance by coaching, counseling, and disciplining employees.
• Keep abreast of market trends to determine the need for improvements in the store
• Determine, set, track and report all Retail KPIs
• Analyze sales and revenue reports on weekly and monthly basis
• Maintain store staff by recruiting, selecting, orienting, and training employees.
• Train and evaluate store employees through selling role play and Client Experience Program
• Train store employees on corporate policies and procedures
• Develop relationships with key suppliers and vendors
• Suggest new operational and selling strategies to improve store’s performance and productivity

CRM Activity

• Work with Retail Team to develop CRM strategy and customer loyalty program to meet company’s objectives
• Managing CRM budget planning and keeping expense in-line with budget.
• Understand different boutique CRM needs and develop specific activities suitable to their needs,including acquisition, conversion and retention
• Plan and organize all in-store selling events, client activities, and international CRM events.
• Evaluation all CRM actions / program efficiency and propose changes according to its needs.
• Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
• Overseeing direct communications with customers through the CRM program.
• Responsible for building customer base by developing a strong rapport with VIP customers potential, finding their particulars and meeting their requirements
• Proactively work with different partners to generate new business opportunities, partnerships and host events accordingly
• Deal with complaints from customers to maintain brand’s reputation
• Develop and manage on-going email campaign strategy that includes segmentation of customer groups to optimize sales and retention

Client Experience

• Responsible to evaluate staff customer service level.
• Set objectives to each store according to their weaknesses.
• Lead sales team to develop actions to improve / maintain excellent results at Client experience program.
• Develop training program with Trainer / Store in Charge on customer service standards
• To proactively review and seek feedback from frontline staff and assist Retail manager to develop systematic staff coaching with store manager to monitor staff service performance

E-comm Activity

• Assist HQ in website development with localization
• Work together with Brand CEO and APAC Marketing and Comm Director to develop SEO and SEM for local markets.
• Closely monitor e-comm sales development and suggest ways to improve business
• Assist boutique to reply to clients online enquires
• Provide reports and analysis on e-comm business

Requirement

• At least 3 -5 years of experience in Retail management, managing client servicing, CRM tools and client relationship management.
• Knowledge of retail management best practices
• Outstanding communication and interpersonal abilities
• Excellent organizing and leadership skills
• Commercial awareness
• Analytical mind and familiarity with data analysis principles
• Comprehensive understanding of VIP’s, CRM and events operations
• Customer oriented Ability to accurately profile and segment VIP clients effectively with good communication skills.
• Creativity in finding ways to retain customers and ensure business growth
• Multitasker with the can-do attitude and ability to produce results whilst working under pressure
• Good team player and able to work independently
• Good command in Chinese and English

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