MAIN PURPOSE

The purpose of the position is to provide the ultimate client experience to an expanding base of luxury clients, not only by strongly attracting and retaining in our boutiques, but also by creating meaningful and distinctive treatment via omni-channel thinking.

Duties and responsibilities:

Key responsibility 1 – Strategy of recruiting and loyalty to VIPs.

• Clearly define client recruitment and loyalty strategy, according to client segment and channels.
• Develop loyalty programs in line with global guidelines and adapting local client strategy in order to build meaningful relationship with clients from Retail, business partners, external parties, etc.
• Focus on client experience enhancement, plan the yearly client activities and campaigns, ensure the high quality execution and monitoring.
• Monthly territorial and post event result follow ups and analysis for constant enhancement.
• Monthly setting & monitoring of clientelling tasks within internal network and applications/systems.

Key responsibility 2 – Strategy of personalization and treatment to VIP base.

• Understand the client’s needs and preferences working hand in hand with CRM and accessing CRM
• tools from client data and analytical insights, and detect the opportunity of personalization and upgrade.
• Create the personalized treatment plan by client typology, by channel, by location, and any means, taking into consideration of resource allocation and operational efficiency
• Manage client personalized experience event and monitor results.
• Proactively suggest client gifting schemes, and seek local adaptations and production when necessary to support strong client engagement to high spending client pool.
• Study the best practices and competition on the treatment and gifting offering
• Not limited by physical assets and functional scope, extend the treatment and experience all through the client journey

Key responsibility 3 – CRM tools and materials

• Leverage and manage the CRM related material, PLV, edition, printings, etc., including budget allocation, ordering, production, logistic, stock and consumption tracking (at central and boutique level), result analysis.
• Ensure all CRM systems are updated, with clear KPIs and monitoring per boutique and staff for determined segment and pool of clients.

Key responsibility 4 – CRM resource and cooperation

• Very closely work with the internal teams, in and out of Client Department.
• Very closely work with HQ teams for project implementation, monitoring and general support.
• Work very closely with external partners to develop and build client database and channel results.

QUALIFICATIONS

Experience:

• Bachelor degree or above
• Minimum 5 years working experience with luxury / fashion or luxury hotel industry (CRM / Marketing experience preferred)
• Excellent communication skills and relationship management skills.
• Very good sense of quality, aesthetic and brand image
• Strong planning, multitasking and project management skills.
• Proficient with Microsoft Office Programs (Word, Excel, and PowerPoint) Access is a plus
• Skilled in both written and spoken English and Chinese Mandarin
• Attention to detail and preciseness
• Logical thinking
• Positive attitude and good team player
• Self-starter, takes initiative and responsible personality
• Strong interpersonal communication skills
• Strong commercial understanding and capacity to seek involvement.

DIMENSION:

Internal contacts:

• Strong working relations with the Training Team/ CRM team / Logistic team / Communication and Marketing team / HQ teams.