Luxury Client Experience & CRM Lead

Magic Search Limited; Hong Kong Island; On-site; HKD 420,000 - 680,000; Full time

Job summary

Magic Search Limited is seeking a Client Experience Manager (CRM & Event Management) to drive luxury retail client engagement, analyze CRM data, and coordinate VIP events.

You will partner with store teams and global colleagues to align clienteling strategies, track KPIs, and run data-driven activations focused on acquisition, conversion and retention.

Fluent English, Cantonese and Mandarin communications, strong Excel skills and a proactive, independent work style are essential.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, or related discipline.
• 3–5 years CRM and client experience management experience in luxury retail.
• Proven record in executing exclusive client events and activations for luxury brands.
• Strong analytical mindset with proficiency in Excel and data management tools.
• Proactive, creative, and able to work independently in a fast-paced retail environment.
• Excellent communication and presentation skills in English, Cantonese, and Mandarin.

Responsibilities

• Track retail performance by analyzing weekly and monthly sales and revenue reports.
• Monitor campaign results across designated stores and boutique staff.
• Leverage digital clienteling systems to execute targeted email blasts and generate tailored call lists.
• Conduct regular competitor benchmarking and customer landscape reviews for CRM program competitiveness.
• Establish KPIs to evaluate client development ROI and report findings to senior management.
• Drive data-driven retail activations and boutique events focused on acquisition, conversion, and retention.
• Manage supplier relationships and the retail event calendar while controlling expenses within budget.
• Champion a client-obsessed culture centered on luxury personalization and hospitality across the local retail network.
• Collaborate with global and local teams to align clienteling strategies and evaluate improvements.
• Grow the customer database by partnering with store teams to capture VIP client requirements.
• Explore new business opportunities and external partnerships to host strategic customer events.
• Evaluate staff service levels to define store objectives, training programs, and coaching methods.

Skills

CRM management

Data analysis

Event planning

Communication

Education

Marketing or Business Administration degree

Tools

Excel

Job description

Magic Search Limited is seeking a Client Experience Manager (CRM & Event Management) to drive luxury retail client engagement, analyze CRM data, and coordinate VIP events.

You will partner with store teams and global colleagues to align clienteling strategies, track KPIs, and run data-driven activations focused on acquisition, conversion and retention.

Fluent English, Cantonese and Mandarin communications, strong Excel skills and a proactive, independent work style are essential.