CLIENT & EVENTS MANAGER

HK03 Richemont Asia Pacific Ltd; Hong Kong; On-site; HKD 420,000 - 620,000; Full time

Job summary

Delvaux, the oldest fine leather goods house, seeks a CRM and client experience leader in Hong Kong to drive CRM strategy, loyalty programs and VIP client engagement across boutique networks. The role requires strong analytics, event coordination, and cross-functional collaboration with the global CRM team.

You will work closely with store leaders to optimize client development, activation, and retention, ensuring top-tier service standards and immersive client experiences across the network.

Qualifications

• At least 3–5 years of experience in luxury retail management with client servicing and CRM.
• Strong analytical skills with ability to leverage data for insights.
• Excellent communication in Chinese and English; budget and stakeholder management experience.

Responsibilities

• Report weekly and monthly sales and revenue analysis.
• Monitor CRM actions by store and staff; manage email campaigns and call lists.
• Develop CRM strategy and loyalty programs; align with global CRM team.
• Coordinate retail events and VIP client activities; manage partnerships and budgets.
• Evaluate client experience and coach staff to maintain high service standards.

Skills

CRM tools

Client servicing

Analytical skills

Budget management

Communication (Chinese & English)

Tools

CRM systems

Job description

The Oldest Fine Leather Goods House in the World Founded in 1829, Delvaux is a truly Belgian brand. In fact, it was even born before the Kingdom of Belgium, which was only established one year later, in 1830. Created in Brussels by the innovative Charles Delvaux, la Maison has remained at the forefront of luxury leather goods for nearly two centuries because of its savoir-faire, uncompromising craftsmanship and the outstanding quality of its creations.

Delvaux Video http://www.youtube.com/watch?v=I0j0zMebgbI

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 analytical 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

In our Group, you can start anywhere and go everywhere. Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons. We encourage our people to be curious, drive their own career, and dream big.