VIP Client Experience & Events Lead

Richemont Iberia SL; Hong Kong; On-site; HKD 550,000 - 750,000; Full time

Job summary

Richemont Iberia SL in Hong Kong seeks a senior CRM and Client Experience lead to drive loyalty, events, and VIP programs across its boutique network.

You will analyze sales, manage CRM tools, collaborate with Retail teams, and develop campaigns, training, and partnerships to enhance client retention and business growth. Fluency in Chinese and English is required.

The role focuses on data-driven decision making, budget-conscious event planning, and delivering personalized service across stores.

Qualifications

• At least 3-5 years of experience in luxury retail management, focusing on client servicing, CRM tools and client relationships.
• Proven project management skills with multiple stakeholders in fast-paced environments.
• Outstanding communication and interpersonal abilities.
• Strong analytical skills with data-driven decision making.
• Commercial awareness and ability to profile and segment VIP clients.
• Creativity in retaining customers and driving business growth.

Responsibilities

• Analyze sales and revenue reports weekly and monthly.
• Monitor CRM action results by store and by staff.
• Manage CRM tools and coordinate email blasts and call lists per boutique needs.
• Define KPIs to measure ROI of client programs and report to store leaders.
• Develop CRM strategy and loyalty programs with Retail Team.
• Share insights with the global CRM team and adapt strategy regionally.
• Evaluate CRM actions and program efficiency and propose changes.
• Oversee customer communications through the CRM program.
• Engage with store teams to build VIP customer base and partnerships.

Skills

CRM tools

Client relationship management

Communication skills

Analytical skills

Budget management

VIP client profiling

Multitasking

Team collaboration

Bilingual Chinese/English

Job description

Richemont Iberia SL in Hong Kong seeks a senior CRM and Client Experience lead to drive loyalty, events, and VIP programs across its boutique network.

You will analyze sales, manage CRM tools, collaborate with Retail teams, and develop campaigns, training, and partnerships to enhance client retention and business growth. Fluency in Chinese and English is required.

The role focuses on data-driven decision making, budget-conscious event planning, and delivering personalized service across stores.