CRM & Clienteling Lead — Luxury Retail Strategy

IWC Schaffhausen

Hong Kong

On-site

HKD 900,000 - 1,300,000

Full time

9 days ago

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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.