CRM & CLIENTELING ASSISTANT MANAGER / MANAGER, NEA

IWC Schaffhausen; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

IWC Schaffhausen is seeking a senior CRM and clienteling professional in Hong Kong to develop market-relevant clienteling plans and enhance the customer journey across boutiques and wholesale channels.

You will analyze sales data, customer behavior, and campaigns to identify opportunities, maintain dashboards, and translate insights into actionable steps for growth and retention. English and Chinese capabilities are essential.

Qualifications

• Bachelor’s degree in business, analytics, marketing, economics, mathematics, statistics, or related field.

Responsibilities

• Develop market-relevant clienteling plans to recruit, engage, retain and build loyalty.
• Partner with Client Experience and Customer Development teams to improve key touchpoints and client experiences.
• Use segmentation and client behavior to shape campaigns, VIP actions, and follow-up opportunities.
• Work with boutique and wholesale teams to embed clienteling tools, routines and best practices.
• Lead monthly client performance reviews with Area and Store Managers and support action planning.
• Coordinate with Retail, Marketing, Merchandising, Commercial Performance, NEA management team and HQ.
• Analyze sales, customer behavior, segments, and trends to identify opportunities and risks.
• Maintain dashboards and track core KPIs including data capture, conversion, retention, repeat purchase and customer growth.
• Provide data-driven recommendations from campaign evaluations and insights.
• Support CRM maintenance, enhancements, and related projects.

Skills

Excel

PowerPoint

PivotTables

VLOOKUP

Power Query

Looker Studio

Salesforce

SAP CRM

Instagram

KOS

WeCom

LINE

Business Acumen

English

Chinese

Education

Bachelor’s degree in business, analytics, marketing, economics, mathematics, statistics, or related field

Tools

Salesforce

SAP CRM

Looker Studio

Excel

PowerPoint

Job description

Key Accountabilities & Responsibilities

• Clienteling Strategy & Customer Journey
  • Strategy: Develop market-relevant clienteling plans that strengthen recruitment, engagement, retention, and loyalty.
  • Customer Journey: Partner with Client Experience and Customer Development teams to improve key touchpoints and client experiences.
  • Targeted Engagement: Use segmentation and client behavior to shape campaigns, VIP actions, and follow-up opportunities.
• Boutique Partnership & Field Enablement
  • Field Partnership: Work closely with boutique and wholesale teams to embed Clienteling tools, routines, and best practices.
  • Performance Reviews: Lead monthly client performance reviews with Area and Store Managers and support action planning.
  • Cross-Functional Alignment: Coordinate with Retail, Marketing, Merchandising, Commercial Performance, the NEA management team, and HQ.
• CRM Insights & Performance Measurement
  • Insights: Analyze sales, customer behavior, segments, and trends to identify opportunities and risks.
  • Measurement: Maintain dashboards and track core KPIs, including data capture, conversion, retention, repeat purchase, and customer growth.
  • Campaign Evaluation: Assess campaign results and translate findings into practical recommendations.
• Database Governance & Operational Support
  • Data Quality: Maintain accurate, complete, and compliant customer data across retail and wholesale networks.
  • Operations: Coordinate data cleansing, enrichment, and consistent collection standards.
  • Systems: Support CRM maintenance, enhancements, and related operational projects.

Candidate Profile & Requirements

• Education & Experience
  • Education: Bachelor’s degree in business, analytics, marketing, economics, mathematics, statistics, or a related field.
  • Experience: 8+ years in CRM, clienteling, customer insights, business intelligence, or data analytics.
  • Industry: Luxury watch and jewellery or luxury fashion experience is strongly preferred.
• Technical & Analytical Skills
  • Core Tools: Advanced Excel and PowerPoint skills, including PivotTables, VLOOKUP, and Power Query.
  • Analytics: Experience with Looker Studio or similar visualization tools.
  • CRM: Experience with Salesforce, SAP CRM, or comparable platforms.
  • Social Selling: Familiarity with Instagram, KOS, WeCom, and LINE.
  • Business Acumen: Able to translate data into clear commercial actions.
• Soft Skills & Competencies
  • Collaboration: Strong communication and stakeholder management across boutiques, functions, and HQ.
  • Languages: Fluent English and Chinese; Cantonese and Mandarin preferred.
  • Mindset: Customer-centric, field-oriented, collaborative, and accountable.