MAIN PURPOSEUnder the supervision of Managing Director and active communication with HQ CRM Team, CRM Manager will be responsible for strategical planning, the successful execution of clienteling programs, client activations and CRM data management. The appointed candidate will play a key role in cultivating a client-centric mindset across the organization, implementing CRM KPI with strategies for Korea market and fostering operational excellence. Key ResponsibilitiesClient recruiting, retention and loyalty programs: Oversee the regional contact plan, ultimately driving client loyalty to the Maison.
Optimize clienteling pressure for each client segment, prepare target groups, adapt and import assets in clienteling app for each communication channel. Brief boutique teams on clienteling campaigns and monitor results. Assess opportunities and risks related to VIC activity and engagement; propose creative solutions tailored to local needs. Oversee client gifting program for the region within the allocated budget. Identify gifting opportunities, manage inventory, and guide boutique teams on utilization to ensure positive ROI. Analytics and data managementSupervise data quality indicators, KPI, address training and education needs with relevant local and central teams, feed collaborators with best practices.
Generate extensive client insights and client studies to support business decision making across the organization. Client ExperiencesClosely monitor net promoter score and clients’ feedback via survey platform, address area of opportunities and initiate teams upskills in partnership with corporate functions. Support network on closing the loop on client issues and involve senior management on resolution strategies. Communicate with HQ team closely under the direction, customer engagement and ensure memorable and consistent client experiences are provided across the region.
Client eventsPlan and contribute to the development of events calendar in partnership with communication and retail functions to acquire new clients and engage existing clients. Coordinate organization of regional and international VIC events aiming at developing portfolio of top clients. Application, systems and toolsOversee adoption and training of clienteling application across all retail teams. Partner with central Client & IT teams to troubleshoot and investigate technical issues. Manage user creation / deletion requests across platforms for all retail employees/boutiques. RequirementsAt least 9 – 10 years of relevant experience in CRM & clients related area in luxury retail industry.
Bachelor’s degree or above in Business Administration or related discipline. Good analytical and organizational skills, high level of CRM & retail KPI skillsFlexibility of perspective and problem-solving skills, communication skills to lead BTQsPositive team playerProficiency English and Korean
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