About the role
Develop and implement CRM programs to drive customer acquisition and retention, engagement and loyalty, and customer insights. Dive deep into customer database to identify valuable insights and business opportunities to support company business goals. Support retail event with consumer insights to maximize retail event result.
Ensure the correct production of all retail events, presentations, trunk shows, and other special events dinners in relation to the retail activities.
Key Responsibilities
Client Development Activities
- Champion and build a client-centric mindset with the retail teams
- Identify actionable insights from customer data and develop recommendations to continually improve CRM strategies and tactics
- Prepare monthly KPI reports to store and management, monitor the KPIs to ensure they are on track and with their target
- Provide support to the store team to enhance the client development KPI
- Coach store key appointment holders on interpreting and implementing recommended actions on CRM findings.
Client Insights
- Support strategic vision and share client insights
- Investigate business opportunities and client purchasing behavior, e.g. client repurchase behavior etc.
- Monitor and alert the market changes and competitive benchmarking and propose corresponding strategic actions
- Propose potential clients for clienteling action/ event, e.g. potential VICs, potential exotic clients and potential new clients etc.
Client Database Management, Analysis and Enhancement
- Constantly review CRM system/digital tool needs with user feedback, and work with CRM in HQ on system/digital tool enhancement projects
- Provide regular reports to countries and related parties on client insight and analysis
- Based on data segmentation and analysis from client insight, do KPI setting to drive CRM initiatives to either acquire or retain customers
Retail Events
- To be directly responsible for all the aspects connected to the conception and realization of events cooperate with all involved company functions interpreting creative briefs and ensure that execution is in line with brand standards
- To be responsible to propose creative ideas on new retail event formats based on the market needs, and prepare retail event proposals for alignment with Regional and HQ
- To be responsible of the aspects related to the realization of events by searching locations, defining timings, setting budgets; is responsible of the supervision of the service activities such as catering, security, casting, fittings, logistics, mailing lists.
- Manage dedicated budget, plans activities, timing and realization costs.
- Find new vendors and suppliers for the implementation of events conducting negotiations within the assigned budget.
Key Requirements
- Proven experience in CRM, client development, or clienteling within luxury retail or premium fashion, with a strong understanding of customer lifecycle, VIC management, and retention strategies.
- Strong analytical and reporting capabilities, able to interpret customer data, derive actionable insights, set KPIs, and prepare regular performance reports for stores, management, and regional stakeholders.
- Ability to partner closely with retail teams, coaching store leaders and key appointment holders to translate CRM insights into effective client development actions and improved store KPIs.
- Demonstrated expertise in planning and executing retail events, from concept development to execution, ensuring alignment with brand standards, budgets, timelines, and cross-functional stakeholders.
- Strong project management and vendor management skills, including budgeting, sourcing and negotiating with suppliers, managing logistics, and overseeing service partners to deliver high-quality retail events.
Registration No: R1875146
EA License No: 22C1376
