Luxury Clienteling & CRM Lead — Data-Driven Growth

JP04 Richemont Japan LLC; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Richemont seeks an experienced CRM and Clienteling specialist to drive market-relevant client journeys, loyalty programs, and data-driven customer insights across retail and wholesale networks. You will partner with Experience, Marketing, Merchandising, and HQ to optimize campaigns, dashboards, data quality, and CRM platform usage (Salesforce, SAP CRM).

Fluent English and Chinese required; luxury fashion/watch experience preferred.

Qualifications

• Bachelor’s degree in business, analytics, marketing, economics, mathematics, statistics, or a related field.
• 8+ years of experience in CRM, clienteling, customer insights, business intelligence, or data analytics.
• Luxury watch and jewellery or luxury fashion experience strongly preferred.

Responsibilities

• Develop market-relevant clienteling and customer journey strategies to strengthen recruitment, engagement, retention, and loyalty.
• Partner with Client Experience and Customer Development teams to improve key touchpoints and client experiences.
• Use segmentation and client behavior to shape campaigns, VIP actions, and follow-up opportunities.
• Collaborate with boutique and wholesale teams to embed clienteling tools, routines, and best practices.
• Lead monthly client performance reviews with Area and Store Managers and support action planning.
• Coordinate with Retail, Marketing, Merchandising, Commercial Performance, HQ and NEA management for alignment.
• Analyse sales, customer behavior, segments, and trends to identify opportunities and risks.
• Maintain dashboards and track core KPIs including data capture, conversion, retention, repeat purchase and customer growth.
• Assess campaign results and translate findings into practical recommendations.
• Maintain accurate, complete, and compliant customer data across retail and wholesale networks.
• Coordinate data cleansing, enrichment, and consistent collection standards.
• Support CRM maintenance, enhancements, and related operational projects.

Skills

Excel

PowerPoint

PivotTables

Power Query

Looker Studio

Salesforce

SAP CRM

Instagram

WeCom

LINE

Data storytelling

Education

Bachelor’s degree in business/analytics/marketing/economics/mathematics/statistics or related field

Tools

Salesforce

SAP CRM

Job description

Richemont seeks an experienced CRM and Clienteling specialist to drive market-relevant client journeys, loyalty programs, and data-driven customer insights across retail and wholesale networks. You will partner with Experience, Marketing, Merchandising, and HQ to optimize campaigns, dashboards, data quality, and CRM platform usage (Salesforce, SAP CRM).

Fluent English and Chinese required; luxury fashion/watch experience preferred.