CLIENT & EVENTS MANAGER

Richemont Iberia SL; Hong Kong; On-site; HKD 550,000 - 750,000; Full time

Job summary

Richemont Iberia SL in Hong Kong seeks a senior CRM and Client Experience lead to drive loyalty, events, and VIP programs across its boutique network.

You will analyze sales, manage CRM tools, collaborate with Retail teams, and develop campaigns, training, and partnerships to enhance client retention and business growth. Fluency in Chinese and English is required.

The role focuses on data-driven decision making, budget-conscious event planning, and delivering personalized service across stores.

Qualifications

• At least 3-5 years of experience in luxury retail management, focusing on client servicing, CRM tools and client relationships.
• Proven project management skills with multiple stakeholders in fast-paced environments.
• Outstanding communication and interpersonal abilities.
• Strong analytical skills with data-driven decision making.
• Commercial awareness and ability to profile and segment VIP clients.
• Creativity in retaining customers and driving business growth.

Responsibilities

• Analyze sales and revenue reports weekly and monthly.
• Monitor CRM action results by store and by staff.
• Manage CRM tools and coordinate email blasts and call lists per boutique needs.
• Define KPIs to measure ROI of client programs and report to store leaders.
• Develop CRM strategy and loyalty programs with Retail Team.
• Share insights with the global CRM team and adapt strategy regionally.
• Evaluate CRM actions and program efficiency and propose changes.
• Oversee customer communications through the CRM program.
• Engage with store teams to build VIP customer base and partnerships.

Skills

CRM tools

Client relationship management

Communication skills

Analytical skills

Budget management

VIP client profiling

Multitasking

Team collaboration

Bilingual Chinese/English

Job description

Role & Responsibilities

Reporting

• Analyze sales and revenue reports on weekly and monthly basis
• 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
• Establish key performance indicators (KPIs) to measure the ROI of client development programs and provide regular performance updates to store leaders and senior management

Retail Events

• Innovate and propose activations of all scale, leveraging market best practices, data insights, and your knowledge of market dynamics
• Understand different boutique CRM needs and develop specific activities suitable to their needs, including acquisition, conversion and retention

• Develop relationships with suppliers and vendors
• Managing retail event calendar planning and keeping related expense in-line with budget
• Advocate for a culture of personalization, hospitality, and client obsession across the retail network through retail events and in store activations

CRM Activity

• Work with Retail Team to develop CRM strategy and customer loyalty program to meet company's objectives
• Share insights and business needs with the global CRM team, proposing adjustments to continuously refine and improve the global strategy that can adopt to the region.

• Evaluation all CRM actions / program efficiency and propose changes
• 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 to facilitate with store teams to build customer base by developing a strong rapport with VIP customers potential, finding their particulars and meeting their requirements

• Proactively work and facilitate with different partners to generate new business opportunities, partnerships and host events accordingly

• 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

Requirement

At least 3-5 years of experience in luxury retail management, managing client servicing, CRM tools and client relationship management.

• Proven project management skills with multiple stakeholders in fast paced organizations.

Outstanding communication and interpersonal abilities

Strong analytic skills, experience in managing budgets, and leveraging data to drive actionable insights tailored to performance.

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