CRM Manager, Southeast Asia Pacific

TOD'S SINGAPORE PTE. LIMITED; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TOD'S SINGAPORE PTE. LIMITED is seeking a strategic CRM Manager to lead client development across Directly Operated Stores in SEAP, covering Singapore, Thailand and Australia.

The role focuses on client segmentation, data analytics, campaign planning, clienteling and engagement strategy, collaborating with Retail, Merchandising, Marketing, HQ and other stakeholders to strengthen how we attract, develop and retain clients.

Qualifications

• 5-8 years of relevant experience, including at least 3 years in CRM, client development or clienteling within a retail environment.
• Luxury retail experience preferred.
• Strong analytical and commercial mindset; ability to turn data into insights and actions.
• Proficient with Excel and BI tools; experience with CRM platforms or digital data systems.

Responsibilities

• Define and lead client segmentation across SEAP markets based on spending, purchase recency, product preferences and market profile.
• Develop tailored strategies across the client lifecycle: recruitment, activation, retention and reactivation.
• Analyse client data to identify opportunities and generate actionable insights for client development.
• Define and monitor CRM KPIs, performance dashboards and client growth trends.
• Collaborate with HQ on global tools, data models and reporting standards.
• Translate client insights into clear market and store action plans with priorities, recommended actions and measurable outcomes.
• Partner with Retail, Merchandising, Marketing, HQ to align client growth priorities and translate CRM insights into practical actions.
• Coach and support store teams in using client data effectively, including identifying high-potential clients and defining appropriate follow-up.
• Drive regular CRM and clienteling follow-up with Retail teams and assess effectiveness.
• Design and manage CRM campaigns, including newsletters, reactivation programmes and gifting journeys.
• Oversee the CRM gifting calendar, segmentation tiers, sourcing and post-campaign evaluation.
• Ensure initiatives are aligned with brand direction, client expectations and local market relevance.
• Refine campaigns and engagement approaches based on performance and learnings.
• Collaborate with Marketing and Retail teams on client-focused activations, previews and events.
• Support the planning of personalised VIC experiences and one-to-one appointments.
• Identify CRM-led partnership opportunities that support qualified client acquisition and engagement.
• Manage CRM-related budgets, track expenses and support regular reconciliation.
• Handle required administrative processes, including purchase orders, claims, invoices and supporting documentation.
• Maintain accurate records of commitments and actual spend, ensuring timely follow-up with Finance and relevant stakeholders.
• Ensure accuracy, integrity and privacy compliance of CRM data.
• Maintain system hygiene and act as liaison with HQ for platform evolution and tool upgrades.
• Lead regional implementation, transition and adoption of CRM and clienteling platforms, coordinating with HQ and local teams to ensure operational readiness and follow-through.
• Drive effective usage and continuous improvement of CRM and clienteling tools across the region.
• Conduct basic system and CRM training where required.

Skills

CRM

Client development

Clienteling

Retail experience

Tools

Excel

BI tools

CRM platforms

Job description

As a global luxury brand, TOD'S stands not only for core Italian artisanship, but mostly for the capacity to distinguish itself as a classic trend setter. TOD'S represents an understated effortless attire and a lifestyle. Living well is an art, and that is what TOD'S is: a delicate symbol of comfort and elegance.

Reports to: Communications & Marketing Director, South East Asia and Pacific

Location: Singapore

Brands: TOD'S, Roger Vivier & Hogan

Type: Full-time

Role Overview

We are seeking a strategic, analytical and commercially minded CRM Manager to lead client development across Directly Operated Stores (DOS) in SEAP, covering Singapore, Thailand and Australia.

The role focuses on client segmentation, data analytics, campaign planning, clienteling and engagement strategy, working cross-functionally with Retail, Merchandising, Marketing, HQ and other relevant stakeholders to strengthen how we understand, attract, develop and retain clients.

By turning data into clear priorities, actionable recommendations and measurable client actions, the CRM Manager will play a key role in shaping meaningful client experiences and driving business impact across the region.

The role offers significant room to shape new ideas and ways of working, and requires someone comfortable taking ownership, challenging existing approaches constructively, testing practical solutions and turning ideas into measurable results.

Key Responsibilities

Client Strategy & Analytics

• Define and lead client segmentation across SEAP markets based on spending behaviour, purchase recency, product preferences and market profile.
• Develop tailored strategies across the client lifecycle, including recruitment, activation, retention and reactivation.
• Analyse client data to identify opportunities and generate actionable insights for client development.
• Define and monitor CRM KPIs, performance dashboards and client growth trends.
• Collaborate with HQ on global tools, data models and reporting standards.
• Translate client insights into clear market and store action plans with priorities, recommended actions and measurable outcomes.

Retail Partnership & Strategic Support

• Partner closely with Retail, Merchandising, Marketing, HQ and other relevant stakeholders to align client growth priorities and translate CRM insights into practical actions.
• Support acquisition, engagement, retention and VIC development through CRM-driven recommendations and clienteling strategies.
• Coach and support store teams in using client data effectively, including identifying high-potential clients and defining appropriate follow‑up.
• Drive regular CRM and clienteling follow‑up with Retail teams and assess effectiveness.

Campaign & Gifting Management

• Design and manage CRM campaigns, including newsletters, reactivation programmes and gifting journeys.
• Oversee the CRM gifting calendar, segmentation tiers, sourcing and post‑campaign evaluation.
• Ensure initiatives are aligned with brand direction, client expectations and local market relevance.
• Refine campaigns and engagement approaches based on performance and learnings.

Activation & Partnership Support

• Collaborate with Marketing and Retail teams on client‑focused activations, previews and events.
• Support the planning of personalised VIC experiences and one‑to‑one appointments.
• Identify CRM‑led partnership opportunities that support qualified client acquisition and engagement.

Budget & Administration

• Manage CRM‑related budgets, track expenses and support regular reconciliation.
• Handle required administrative processes, including purchase orders, claims, invoices and supporting documentation.
• Maintain accurate records of commitments and actual spend, ensuring timely follow‑up with Finance and relevant stakeholders.

Systems & Compliance

• Ensure accuracy, integrity and privacy compliance of CRM data.
• Maintain system hygiene and act as liaison with HQ for platform evolution and tool upgrades.
• Lead regional implementation, transition and adoption of CRM and clienteling platforms, coordinating with HQ and local teams to ensure operational readiness and follow‑through.
• Drive effective usage and continuous improvement of CRM and clienteling tools across the region.
• Conduct basic system and CRM training where required.

Ideal Candidate Profile

• 5-8 years of relevant experience, including at least 3 years in CRM, client development or clienteling within a retail environment. Luxury retail experience is preferred.
• Strong analytical and commercial mindset, with the ability to turn data into clear insights and actions that support client development and sales.
• Proficient with Excel and/or BI tools, with experience working with CRM platforms, client databases or digital data systems.
• Creative, forward‑thinking and curious, with the confidence to challenge the status quo, explore new ideas and continuously improve ways of working.
• Agile, adaptable, resourceful and hands‑on; comfortable managing changing