CRM & CLIENTELING ASSISTANT MANAGER / MANAGER, NEA

JP04 Richemont Japan LLC; Hong Kong; Vor Ort; HKD 900.000 - 1.300.000; Vollzeit

Zusammenfassung

Richemont seeks an experienced CRM and Clienteling specialist to drive market-relevant client journeys, loyalty programs, and data-driven customer insights across retail and wholesale networks. You will partner with Experience, Marketing, Merchandising, and HQ to optimize campaigns, dashboards, data quality, and CRM platform usage (Salesforce, SAP CRM).

Fluent English and Chinese required; luxury fashion/watch experience preferred.

Qualifikationen

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

Aufgaben

• Develop market-relevant clienteling and customer journey strategies to strengthen recruitment, engagement, retention, and 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.
• Collaborate 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, HQ and NEA management for alignment.
• Analyse 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.
• Assess campaign results and translate findings into practical recommendations.
• Maintain accurate, complete, and compliant customer data across retail and wholesale networks.
• Coordinate data cleansing, enrichment, and consistent collection standards.
• Support CRM maintenance, enhancements, and related operational projects.

Kenntnisse

Excel

PowerPoint

PivotTables

Power Query

Looker Studio

Salesforce

SAP CRM

Instagram

WeCom

LINE

Data storytelling

Ausbildung

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

Tools

Salesforce

SAP CRM

Jobbeschreibung

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.

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: Analyse 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.

#Richemont #WeCraftTheFuture