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

Posted 9 months ago

Luxury brand in Asia Pacific 

Role & Responsibilities:


  • 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


  • 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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Job Features

Job CategoryAccounting & Finance, Customer Services, Retailing, Sales & Marketing

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