In-store CRM Manager - Luxury Jewellery｜Client Development (Central)

Power Asia Recruitment Limited; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Power Asia Recruitment Limited is seeking an in-store CRM Manager for a globally renowned luxury jewellery maison in Central, Hong Kong. You will lead CRM and clienteling initiatives to deepen loyalty and drive growth.

This role requires 8+ years in luxury retail or CRM, strong leadership, data analytics, and fluency in English and Cantonese. Mandarin is a plus; you will partner with Marketing, Sales and global teams to deliver personalised client experiences.

Qualifications

• 8+ years’ leadership experience in Luxury Retail, Client Development, CRM or Hospitality; strong store operations understanding; client-facing experience highly preferred
• Proven CRM / clienteling strategies that drove measurable revenue and engagement, ideally in fine jewellery or watches
• Proficient in CRM tools and analytics; able to turn data into clear recommendations and manage budget
• Strong people skills; able to influence store teams and senior stakeholders
• Excellent organisation across multiple stakeholders in a fast-paced boutique environment
• Familiarity with data privacy regulations is an advantage
• Fluent in English and Cantonese; Mandarin is a strong plus

Responsibilities

• Develop and execute a CRM and Client Development roadmap aligned with brand values and Hong Kong business objectives
• Lead the Central boutique client strategy to boost acquisition, retention and engagement, with deep understanding of local VIP and high jewellery clients
• Champion a culture of hospitality and personalisation across the store team
• Conduct customer segmentation and analysis to identify priority client groups and deliver personalised outreach
• Use CRM tools and analytics to optimise messaging and ROI across email, direct mail, loyalty and in-boutique activations
• Manage the Client Development budget and allocate resources for maximum impact
• Equip Client Advisors with actionable Client 360 insights and tools to build lasting relationships
• Partner with Marketing, Sales, Operations and regional / Global Retail teams for seamless execution
• Coach and mentor the in-store team on client experience rituals and high jewellery clienteling standards
• Set and track KPIs (acquisition, retention, lifetime value, reactivation) and report to senior management
• Stay ahead of luxury CRM trends, client activations and data privacy best practices

Skills

CRM strategy

Leadership

Data analytics

Budget management

Stakeholder influence

Customer segmentation

Job description

In-store CRM Manager - Luxury Jewellery｜Client Development (Central)

About the Role

Our client is a globally renowned high jewellery maison dedicated to excellence and client obsession. We are seeking a high-calibre CRM Manager to lead CRM and clienteling initiatives for their Central boutique. This role drives long-term client loyalty and business growth through data-led insights and a 360° client mindset.

Key Accountabilities & Responsibilities

• Develop and execute a CRM and Client Development roadmap aligned with brand values and Hong Kong business objectives
• Lead the Central boutique client strategy to boost acquisition, retention and engagement, with deep understanding of local VIP and high jewellery clients
• Champion a culture of hospitality and personalisation across the store team
• Conduct customer segmentation and analysis to identify priority client groups and deliver personalised outreach
• Use CRM tools and analytics to optimise messaging and ROI across email, direct mail, loyalty and in-boutique activations
• Manage the Client Development budget and allocate resources for maximum impact
• Equip Client Advisors with actionable Client 360 insights and tools to build lasting relationships
• Partner with Marketing, Sales, Operations and regional / Global Retail teams for seamless execution
• Coach and mentor the in-store team on client experience rituals and high jewellery clienteling standards

Performance & Innovation

• Set and track KPIs (acquisition, retention, lifetime value, reactivation) and report to senior management
• Stay ahead of luxury CRM trends, client activations and data privacy best practices

Requirements

• 8+ years’ leadership experience in Luxury Retail, Client Development, CRM or Hospitality; strong store operations understanding; client-facing experience highly preferred
• Proven CRM / clienteling strategies that drove measurable revenue and engagement, ideally in fine jewellery or watches
• Proficient in CRM tools and analytics; able to turn data into clear recommendations and manage budget
• Strong people skills; able to influence store teams and senior stakeholders
• Excellent organisation across multiple stakeholders in a fast-paced boutique environment
• Familiarity with data privacy regulations is an advantage
• Fluent in English and Cantonese; Mandarin is a strong plus