Regional Clienteling Manager, APAC (Luxury Brand)

MagicSearch; Hong Kong; On-site; HKD 700,000 - 1,100,000; Full time

Job summary

Unknown is seeking a Regional Clienteling Manager to lead CRM and loyalty initiatives across the Asia Pacific region. The role focuses on defining regional retention targets for stores, reporting performance, and unlocking opportunities through insights.

The candidate will develop annual, quarterly, and monthly regional plans, coordinate with Directors and CRM Managers, and drive customer retention through strategic CRM actions and timely communications.

Qualifications

• Degree holder with 5 years or above related experience in CRM/Clienteling Role.
• Strong Analytical Skills.
• Good Project Management Experience and coordination skills.
• Solid retail experience and good understanding of retail market is preferred.
• Great communicator with leadership and Influencing skills.
• Strong Business Acumen.

Responsibilities

• Define regional retention targets for Asia Pacific regions and for individual stores.
• Report on performance and customer retention strategy plans and provide regular feedback.
• Monitor regional and stores’ performance and obtain the necessary insight to unlock specific opportunities.
• Develop yearly, quarterly and monthly regional plans to be executed through the Retail line.
• Communicate to Regional/Country/Market Directors and CRM Managers regarding the key focuses and actions.
• Partner with Regional Customer Insight to interpret monthly key retention opportunities and input this into the strategy plans.
• Set up CRM for success by defining training plans and ensuring all stores can use CRM tools.
• Monitor CRM programs and provide feedback on communication quality from retail teams.
• Set CRM budget and monitor ROI with Directors and region directors.
• Ensure in-store CRM Leads are appointed and upskilled.

Skills

Analytical skills

Project management

Leadership

Influencing skills

Education

Bachelor's degree

Job description

Our client is a prestige European luxury brand with extensive network worldwide. They are looking for a Regional Clienteling Manager to join their team.

Responsibilities

CRM PERFORMANCE

• To define regional retention targets for Asia Pacific regions and for individual stores
• Report on performance and customer retention strategy plans and to provide regular feedback
• To monitor regional and stores’ performance and obtain the necessary insight to unlock specific opportunities

CUSTOMER RETENTION STRATEGY PLANNING

• In line with Global Customer Retention Strategy, develop yearly, quarterly and monthly regional plans to be executed through the Retail line
• Communicate to Regional/Country/Market Directors and CRM Managers regarding the key focuses and actions
• Partner with Regional Customer Insight, interpret on a monthly basis key top customers retention opportunities and input this as part of the customer strategy plans for the Retail leaders and the teams
• Partner with Regional Head Of Retail and Marketing to define the Regional/Country value proposition that would maximise the overall contact strategy targeting

SET UP RETAIL FOR CRM SUCCESS

• Define a holistic CRM training plan, looking at on-boarding, ongoing support and ad hoc training needs
• Partner with Corporate CRM team and Retail Operations, ensure all stores receive and able to use all CRM tools
• Monitor the program launched regularly and follow up on any challenges that arise
• Provide regularly feedback to corporate on quality of communication from retail team
• Partner with Director of CRM / Head of Retail, set CRM Budget and monitor ROI
• Partner with Regional/Country/Market directors, ensure that in-store CRM Leads are appointed, regularly assessed and upskilled if needed
• Support and coach in-store CRM Leads, by filtering down key monthly CRM messages and by gathering feedback
• Guardian of legal & operational regional compliance of CRM activities for the region

Requirements:

• Degree holder with 5 years or above related experience in CRM/Clienteling Role
• Strong Analytical Skills
• Good Project Management Experience and coordination skills
• Solid retail experience and good understanding of retail market is preferred
• Great communicator with leadership and Influencing skills
• Strong Business Acumen