CRM & Clienteling Assistant Manager / Manager, Nea

Richemont (Cartier/Van Cleef); Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

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

CRM

Clienteling

Customer insights

Business intelligence

Data analytics

Education

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

Tools

Salesforce

SAP CRM

Looker Studio

Excel

PowerPoint

Power Query

PivotTables

VLOOKUP

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: 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