CRM Manager, Southeast Asia Pacific

TOD'S Group; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TOD'S Group is seeking a strategic CRM Manager to lead client development across DOS in SEAP, covering Singapore, Thailand and Australia. You will shape segmentation, analytics and engagement strategies, collaborating with Retail, Merchandising, Marketing, HQ and local teams to deepen client relationships.

This role offers ownership to turn data into actionable priorities and measurable client actions, with opportunities to test ideas and drive business impact across campaigns, clienteling and

Qualifications

• 5–8 years of relevant experience in CRM or client development within a retail environment.
• At least 3 years in CRM, clienteling or client development in retail.
• Luxury retail experience is preferred.

Responsibilities

• 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.
• 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.
• 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 strategy

Data analytics

Client development

Cross-functional collaboration

Stakeholder communication

Tools

Excel

BI tools

CRM platforms

Job description

Reports to:

Communications & Marketing Director, South East Asia and Pacific

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

• 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 priorities and turning ideas into action within lean resources and realistic budgets.
• Strong collaborator who works naturally across functions, balancing global direction with local market needs and constructively influencing stakeholders when a different approach is required.
• Confident communicator and presenter, able to simplify complex information, influence others and demonstrate confidence, authority and leadership when needed.
• Positive, resilient and level-headed, with a solutions-oriented, low-ego approach and the maturity to handle pressure, feedback and difficult situations constructively.
• Highly organised and structured, with strong attention to detail and the ability to work independently and manage multiple priorities across markets.
• Understanding of the SEAP luxury retail landscape would be a strong advantage.

TOD’S Group promotes the values of inclusion and full equality between persons at all stages of an employment relationship. Therefore, in line with the principles of our Code of Ethics and the Policy for the Protection of Diversity, Equity and Inclusion, all qualified applicants will be considered, regardless of their gender, age, nationality, culture, religious belief and sexual orientation.

Personal data collected is solely for recruitment related purpose and will be treated in strictest confidence.

More information on TOD'S can be found on http://www.todsgroup.com/