Clienteling & CRM Strategy Lead
Richemont (Cartier/Van Cleef)
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Job summary
Richemont in Hong Kong seeks a senior CRM/Clienteling leader to shape market-relevant clienteling strategies and elevate the customer journey across retail and wholesale networks.
You will analyze sales data, manage KPI dashboards, and collaborate with boutique teams, marketing, merchandising, and HQ to drive loyalty and growth.
Experience in luxury retail and fluency in English and Chinese preferred.
Qualifications
- Bachelor's degree in business, analytics, marketing, economics, mathematics, statistics, or related field.
- 8+ years in CRM, clienteling, insights, BI, or data analytics.
- Experience in luxury retail (watch/jewellery or fashion) preferred.
Responsibilities
- Develop market-relevant clienteling and customer journey strategies.
- Collaborate with Client Experience and Customer Development to enhance key touchpoints.
- Segment customers to shape campaigns, VIP actions and follow-ups.
- Partner with boutiques and wholesale teams to embed clienteling tools and best practices.
- Lead monthly client performance reviews with Area and Store Managers and support action planning.
- Coordinate with Retail, Marketing, Merchandising, Commercial Performance, HQ and NEA management.
- Analyze sales, customer behavior, segments, and trends to identify opportunities and risks.
- Maintain dashboards and track core KPIs like conversion, retention, repeat purchase and growth.
- Oversee data quality, governance, and CRM system enhancements.
Skills
Education
Tools
Job description
Richemont in Hong Kong seeks a senior CRM/Clienteling leader to shape market-relevant clienteling strategies and elevate the customer journey across retail and wholesale networks.
You will analyze sales data, manage KPI dashboards, and collaborate with boutique teams, marketing, merchandising, and HQ to drive loyalty and growth.
Experience in luxury retail and fluency in English and Chinese preferred.
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