CRM Manager

Venchi; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Benefits offered by this job

Competitive compensation

Global brand exposure

Career progression

Job summary

Venchi in Hong Kong seeks an experienced CRM and loyalty leader to drive Asia-wide engagement strategies. You will manage CRM campaigns, customer journeys and KPI analysis to boost retention and sales for the Asia region (excluding Mainland China).

In this role you will partner with Marketing, Retail and EC teams to deliver personalized journeys, optimize data segmentation and ensure data accuracy while upholding brand standards across multiple markets.

Qualifications

• 8+ years in CRM or loyalty marketing, preferably retailer.
• Proficiency with BI tools and data visualization.
• Experience with Adobe CRM.
• Strong segmentation and personalization skills.
• Excellent communication across senior stakeholders.
• Fluent in English and Cantonese/Mandarin.
• APAC market exposure is a plus.

Responsibilities

• Lead Asia-wide CRM and retention strategy (excl. China).
• Define data-driven customer journeys and campaigns.
• Collaborate with marketing, retail, EC for end-to-end clienteling.
• Own CRM campaign calendar and audience segmentation.
• Produce monthly KPI reports and monitor data accuracy.
• Oversee CRM processes and system enhancements.

Skills

CRM strategy

Data analytics

Customer journey design

Audience segmentation

Stakeholder collaboration

English & Chinese communication

Education

Bachelor's degree in Marketing/Business

Tools

Adobe CRM

Tableau/Power BI

SQL basics

Job description

About Us:

Founded in 1878 by Silviano Venchi, Venchi has become a global leader in chocolate and gelato, blending Italian tradition with a commitment to craftsmanship and well-being. With over 145 years of history, Venchi offers more than 350 chocolate recipes and 90 gelato flavors, adhering to the highest quality standards while embracing the principles of the Mediterranean diet. The company focuses on enhancing life quality, social connections, and environmental respect through its products. Supported by over 1,700 employees, Venchi operates more than 200 stores in over 70 countries, with headquarters in Milan, a factory in Cuneo and 4 regional offices in Hong Kong, Shanghai, New York and Japan. Join us at Venchi and be part of a story that celebrates moments of cheerfulness with indulgent products crafted for your well-being.

Your Mission:

Lead CRM and retention initiatives across Asia by developing customer engagement strategies, managing CRM campaigns and customer journeys, analyzing customer data and KPIs, and driving CRM system enhancements to improve loyalty, retention, and sales performance.

Key Responsibilities:

• Lead the CRM and retention strategy for territories of total Asia (except China mainland) and liaise with relevant parties for back-end system updates and enhancement


• Design, develop and define data-driven customer journey based on behavioural insights, translate data into actionable insights that inform campaign design, category strategy and further marketing decisions


• Work closely with internal stakeholders (marketing, retail, EC etc.) to build and execute the end-to-end clienteling program, ensuring seamless integration across acquisition, onboarding, engagement and retention touchpoints.


• Own the CRM campaign calendar, -perform audience segmentation, personalization, land achieve optimal sales result


• Responsible for member KPI reports and data analysis on effectiveness evaluation, monitor monthly performance, ensure data accuracy and compliance


• CRM system & process enhancement oversight

The Ideal Candidate:

• Degree holder in Business, Marketing or similar field with at least 8 years working experience in CRM field, preferably in Retail industry.


• Experience with BI & visualization tools and strong analytical skills.


• Familiar with Adobe CRM


• Strong understanding of CRM, database management and segmentation.


• Good communication skill and presentation skill to all levels of stakeholders.


• Self-driven with a can-do attitude and ability to deliver quality output.


• Well organized with good communication, analytical skill and interpersonal skills


• A good team player with excellent communication and interpersonal skills


• Detailed-minded and able to handle multi-tasks


• Good command of both written and spoken English and Chinese (including Cantonese and Mandarin)


• Exposure in Apac Markets

What We offer:

We offer an attractive remuneration package and excellent career prospects to the right candidate.

Join us at Venchi and help us bringing the Italian way of life and delicious flavours to every corner of the world!