Senior CRM & Retail Marketing Manager (Luxury)

Amix Global Limited; Hong Kong; On-site; HKD 850,000 - 1,100,000; Full time

Job summary

Amix Global Limited is seeking a Senior CRM professional to drive CRM strategy, clienteling, and lifecycle marketing across APAC. You will plan campaigns, manage omnichannel initiatives, and lead training for retail teams.

The role requires 8+ years in CRM with strong English/Chinese communication and data-driven decision making. Candidate will collaborate with regional markets to enhance customer experience and ROI.

Qualifications

• 8+ years of CRM experience, preferably in luxury retail or premium consumer goods.
• Fluent in English, Cantonese, and Mandarin with strong Chinese communication.
• Experience with HTML/email template creation is a plus.
• Strong planning, project management, and stakeholder management skills.

Responsibilities

• Develop and execute CRM and clienteling strategies across APAC.
• Plan and execute CRM campaigns and customer journeys.
• Lead regional clienteling training and adoption programs.
• Manage CRM projects, omnichannel development, and data processes.
• Oversee Client Service Center performance and reporting.

Skills

CRM strategy

Data analysis

Clienteling

Campaign management

Omnichannel development

Stakeholder management

Performance tracking

CRM systems

Customer insights

Education

Bachelor’s degree or above

Tools

MS Office

CRM platforms

Data visualization tools

Job description

Key Responsibilities:

1. CRM Strategy & Business Performance

• Develop and execute CRM and clienteling strategies across APAC to support business growth.
• Drive client acquisition, retention, reactivation, repeat purchase, and customer lifetime value.
• Set and track CRM KPIs with local markets and retail teams.
• Identify opportunities through customer insights, data analysis, and market trends.
• Ensure CRM initiatives contribute to sales performance and store productivity.

2. CRM Campaigns & Client Activations

• Plan and execute CRM campaigns, client journeys, and retail marketing activities.
• Deliver personalized customer experiences based on segmentation and lifecycle stages.
• Lead client events and activations across markets.
• Manage customer recruitment initiatives with external partners and shopping malls.
• Evaluate campaign effectiveness and recommend improvements.

3. Clienteling Training & Adoption

• Lead regional clienteling training programs and best-practice sharing.
• Develop tools, guidelines, and materials for retail teams.
• Conduct regular CRM meetings and system training sessions.
• Drive adoption of CRM processes, tools, and performance standards across markets.

4. CRM Projects & Omnichannel Development

• Manage regional CRM projects and system rollouts.
• Support automation, omnichannel, e-commerce, and customer engagement initiatives.
• Act as the key contact for CRM systems, customer data processes, and clienteling tools.
• Work with stakeholders to define requirements, implement solutions, and ensure user adoption.

5. Client Service Center Management

• Manage and develop the regional Client Service Center team.
• Monitor service quality, customer feedback, and operational performance.
• Recommend improvements to enhance customer experience.

6. Reporting & Data Analysis

• Prepare regular CRM and campaign performance reports.
• Analyze customer behavior, segmentation, and campaign effectiveness using data visualization tools.
• Provide actionable insights to improve targeting, engagement, and ROI.
• Ensure customer data quality and KPI tracking.

Requirements:

• Bachelor’s degree or above.
• Fluent in English, Cantonese, and Mandarin.
• Strong written and verbal communication skills in English and Chinese.
• Minimum 8 years of CRM experience, preferably in luxury retail, premium consumer goods, or related industries.
• Proven track record in CRM strategy, customer engagement, and clienteling.
• Proficient in MS Office and data analysis tools.
• Experience with CRM platforms, reporting tools, and customer databases.
• Knowledge of project management and omnichannel customer engagement.
• Experience with HTML/email template creation is an advantage.
• Customer-focused with strong commercial awareness.
• Analytical, detail-oriented, and results-driven.
• Strong planning, project management, and organizational skills.
• Excellent communication and stakeholder management abilities.
• Proactive, resourceful, innovative, and adaptable.