Title: CRM Manager

Location: Shanghai

Reports to China Marketing & Communication Associate Director

TEAM MEMBER: CRM Supervisor 

INTERFACES: Commercial team, Marketing peers and Global CRM team, RIC Digital team, RIC IT team

MAJOR RESPONSIBILITIES: 

1. Database management: ensure existing CRM database is well maintained

2. Reporting: support China, Regional and Global teams in terms of CRM and VIP reporting needs, including standard monthly KPI reporting

3. Work with the Retail team to ensure that boutiques have appropriate CRM and database management capabilities, including databased build up and maintenance. 

4. Support Retail team for brand driven activations/Essential Moment VIP recruitment and hospitality management, etc. 

5. Coordinate with Wholesale team to support the transfer of Retail CRM capability as appropriate

6. Provide data mining, intelligence and segmentation insights, including working with 3rd party agencies as appropriate. Work closely with Marketing peers to ensure that customer insights and segmentation are incorporated into marketing campaign planning. Assist in the measurement of select Maison campaigns by interfacing with the 3rd party data analytics agency

7. GWP and other VIP yearly reward: plan the development & utilization of GWP and other rewards for multi usages.

8. Work with Retail team to ensure that CRM data collection and storage meets Richemont Group compliance standards

9. Liaison with Richemont Group and other Maisons to identify new opportunities in optimizing data collection, database integration (e.g., with social data, customer service, and eCommerce) and support to enhance precise marketing.

QUALIFICATIONS:

• University degree

• At least 10 years’ experience in specific knowledge area

• Luxury market experience is preferred but not an absolute requirement

• Business-savvy with a track record of identifying growth opportunities through data insights, retention strategies, and revenue uplift.

• Skilled in designing integrated acquisition strategies that align social media campaigns with CRM nurturing workflows, enhancing lead-to-customer conversion rates.

• Mix of analytical, client management and service mindset

• High emotional EQ in working with multiple internal and external stakeholders

• Excellent communication skills

• Good command of oral and written English in a professional setting

• Personable and able to communicate the Maison spirit to internal and external parties, including VIPs