CLIENT & EVENTS MANAGER

Delvaux; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

Delvaux in Hong Kong seeks a dynamic CRM and Retail Events Lead to drive the regional CRM strategy, VIP client engagement, and data-driven initiatives across stores. You will oversee email campaigns, call list generation, and performance reporting for senior management.

The role requires strong analytics, cross-functional collaboration, and a track record in luxury retail. Fluency in Chinese and English is essential to coordinate with boutique teams and the global CRM function.

Qualifications

• At least 3–5 years of experience in luxury retail management, CRM tools, and client relationship management.
• Proven project management skills with multiple stakeholders.
• Outstanding communication and interpersonal abilities.
• Strong analytical skills with budget management and data-driven insights.
• VIP client profiling, events operations, and customer-centric mindset.
• Ability to lead and collaborate with cross-functional teams.

Responsibilities

• 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.
• Regular analytical analysis of competitors and customer landscape.
• Establish KPIs to measure ROI of client development programs and report to managers.
• Plan retail events and in-store activations within budget.
• Develop CRM strategy with Retail Team to meet company objectives.
• Share insights with global CRM team and adapt regional strategy.
• Oversee direct communications with customers through the CRM program.
• Develop VIP relationships with store teams and identify opportunities.

Skills

CRM tools

VIP client management

Budget management

Data analysis

Multitasking

Team leadership

Communication

Bilingual Chinese/English

Project management

Stakeholder management

Tools

CRM software

Email marketing tools

Excel

Job description

• 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

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