CRM & CLIENTELING ASSISTANT MANAGER / MANAGER, NEA

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

Job summary

IWC Schaffhausen seeks a senior CRM/Clienteling specialist to elevate our client engagement across boutique and wholesale networks in Hong Kong. You will shape market-relevant clienteling strategies, analyze customer data, and drive campaigns that improve recruitment, retention, and loyalty.

Partner with Experience, Development, Retail, Marketing, and HQ to embed CRM tools, maintain data quality, and deliver actionable insights through dashboards and KPIs. Fluent English and Chinese preferred.

Qualifications

• 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.

Responsibilities

• Develop CRM and clienteling strategies to strengthen recruitment, engagement, retention and loyalty.
• Collaborate with boutique and wholesale teams to embed clienteling tools and best practices.
• Lead monthly client performance reviews with Area and Store Managers and support action planning.
• Analyze sales and customer data to identify opportunities and translate insights into actions.

Skills

Advanced Excel

PowerPoint

Looker Studio

Analytics

Social selling

Business acumen

Stakeholder management

Education

Bachelor’s degree in business/analytics/marketing/economics/statistics

Tools

Salesforce

SAP CRM

Excel

PowerPoint

WeCom

LINE

Instagram

KOS

Job description

• 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.
• 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.

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.