CRM & Clienteling Strategy Manager | Luxury Retail

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

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.