Regional Clienteling Manager, APAC (Luxury Brand)

MagicSearch; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

Our client, a prestige European luxury brand, is seeking a Regional Clienteling Manager to lead CRM and clienteling initiatives across Asia Pacific. You will define regional retention targets, monitor performance and drive data-driven strategies in collaboration with Regional Directors and Marketing.

You will develop yearly and monthly regional plans, coordinate with global CRM teams, and coach in-store CRM Leads to maximize customer engagement and ROI.

Qualifications

• 5+ years of CRM/Clienteling experience.
• Strong analytical abilities and data-driven decision making.
• Proven project management and cross-functional coordination skills.
• Retail market knowledge and understanding of luxury retail dynamics.
• Excellent communication, leadership and influencing capabilities.

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 derive insights to unlock opportunities.
• Develop yearly, quarterly and monthly regional CRM plans aligned with Global strategy.
• Communicate focuses and actions to Regional Directors, CRM Managers and Retail leaders.
• Partner with Regional Customer Insight to identify top customer retention opportunities and input into regional plans.
• Define Regional value proposition with Marketing to maximize contact strategy.
• Define a holistic CRM training plan including onboarding and ongoing support.
• Collaborate with Corporate CRM and Retail Ops to ensure stores can use CRM tools.
• Monitor program rollout and address challenges; provide feedback on CRM communications.
• Set CRM budget in collaboration with senior CRM/Retail leadership and monitor ROI.
• Ensure in-store CRM Leads are appointed, assessed and upskilled.
• Coach in-store CRM Leads and relay key monthly CRM messages.
• Ensure regional CRM activities comply with legal and operational standards.

Skills

Analytical Skills

Project Management

Leadership

Influencing

Retail Market Knowledge

Education

Degree holder

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
• 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

Please note that only short listed candidates will be notified. All information provided will be treated in strict confidence and used solely for recruitment purposes.