CRM Specialist - OMEGA

Omega; Hong Kong; On-site; HKD 360,000 - 520,000; Full time

Job summary

The Swatch Group in Hong Kong seeks a CRM & Data Strategy professional to segment client databases by purchase history and engagement level, supporting CRM initiatives across luxury retail.

You will monitor CRM performance, optimize segmentation, and ensure GDPR/privacy compliant data management while developing tools and training for Client Advisors to foster long-term relationships and repeat business.

Qualifications

• 3–5 years of clienteling, CRM or retail marketing experience within luxury retail.
• Proficiency in data visualization platforms and CRM systems.
• Strong communication and stakeholder management skills.

Responsibilities

• Segment client databases by purchase history, brand affinity, and engagement level for CRM initiatives.
• Monitor CRM performance reports and track store-level engagement results.
• Develop and maintain CRM system improvements and training materials for Client Advisors.
• Support omnichannel lifecycle campaigns and client communications across channels.

Skills

CRM knowledge

Data visualization

Clienteling

Retail marketing

Tools

Cegid

Power BI

Tableau

Job description

CRM & Data Strategy Management : Segment client databases by purchase history, brand affinity, watch complication preferences, and engagement level for CRM initiatives

Retail CRM & Analytics: CRM Performance tracking and report on CRM KPIs: campaign ROI, client retention rates, repeat purchase frequency, and database health for all retail marketing, CRM initiatives

Data System Development & Operations: Manage key aspects of the data management system, including the development and operation of essential system elements

Analytics Support: Support key business planning cycles with data-driven insights, forecasts, and performance tracking

Segment Optimization: Leverage data segmentation to optimize targeted outreach, boost client lifecycle value, and drive repeat traffic

CRM Action Monitoring: Analyze weekly and monthly CRM performance reports, monitoring store-level and individual staff engagement results

Database Management: Ensure data accuracy, GDPR/privacy compliance, and structured database maintenance across all customer touchpoints

Market Intelligence: Conduct regular analysis of the customer landscape and local market competitors to maintain program competitiveness

Client Experience & Clienteling Support

Oversee the implementation and maintenance of the CRM system, identifying and communicating opportunities for system improvement to enhance customer relationship management

Develop sales support tools, clienteling guidelines, and training materials to enable Client Advisors to cultivate quality, long-term client relationships

Audit outbound employee-to-client messaging to ensure compliance with company brand guidelines, tone of voice, and professional communication etiquette

Support Senior Retail Marketing Manager on multi-tier client journey strategies tailored to aspirational buyers, seasoned collectors, and high- net-worth investors

Assist the launch, and optimize omnichannel lifecycle campaigns for novelty launches, brand activations and Lounge ad-hoc support

Monitor client activity to identify dormant accounts or milestones (e.g., birthdays, anniversaries, etc) and prepare engagement lists for store teams

Prepare and organize client communications, exclusive event invitations, and gift packages for store-level distribution

Coordinate with internal and external parties to ensure excellent execution of marketing initiatives

Requirements:

3 – 5 years of clienteling, CRM or retail marketing experience within luxury retail

Proficient on Microsoft Word and Excel, ideally proficiency in CRM and data visualization platforms (Cegid, Power BI, Tableau equivalent clienteling tools).

The Swatch Group is the number one manufacturer of finished watches in the world. The Group is active in the manufacture of finished watches, jewelry, and watch movements and components.

It produces nearly all of the components necessary to manufacture the watches sold under its 16 watch brands and the multi-brand Tourbillon and Hour Passion retail labels, as well as the entire Swiss watchmaking industry.

In addition, it operates its own worldwide network of distribution organizations. The Swatch Group is also a key player in the electronic systems sector.

The Swatch Group is the number one manufacturer of finished watches in the world. The Group is active in the manufacture of finished watches, jewelry, and watch movements and components.

It produces nearly all of the components necessary to manufacture the watches sold under its 16 watch brands and the multi-brand Tourbillon and Hour Passion retail labels, as well as the entire Swiss watchmaking industry.

In addition, it operates its own worldwide network of distribution organizations. The Swatch Group is also a key player in the electronic systems sector.

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