CRM & CLIENTELING ASSISTANT MANAGER / MANAGER, NEA

Richemont; Hong Kong; On-site; HKD 800,000 - 1,200,000; Full time

Job summary

Richemont is seeking a senior CRM/Clienteling leader in Hong Kong to shape market strategies, drive customer journeys, and deliver data-driven actions. You will partner with luxury retail teams and HQ to optimize engagement, retention, and growth across boutiques and wholesale channels.

The role requires 8+ years in CRM or analytics within luxury fashion or watches, advanced Excel, Salesforce, Looker Studio, and strong stakeholder collaboration in a fast-paced environment.

Qualifications

• Bachelor’s degree in business, analytics, marketing, economics, mathematics, statistics, or related field.
• 8+ years in CRM, clienteling, customer insights, business intelligence, or data analytics.
• Luxury watch and jewellery or luxury fashion experience preferred.

Responsibilities

• Develop market-relevant clienteling plans to recruit, engage, retain, and build loyalty.
• Partner with Client Experience and Customer Development to improve key touchpoints and journeys.
• Use segmentation and client behavior to shape campaigns, VIP actions and follow-ups.
• Lead monthly client performance reviews with Area and Store Managers and guide action planning.
• Coordinate with Retail, Marketing, Merchandising, Commercial Performance, NEA management, and HQ.
• Analyze sales and customer data to identify opportunities and risks; maintain KPI dashboards.

Skills

Customer-centric

Stakeholder mgmt

Analytical thinking

Business acumen

Team collaboration

Education

Bachelor’s degree in business/analytics

Tools

Salesforce

SAP CRM

Looker Studio

Power BI

PivotTables / Excel

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.