CRM & CLIENTELING ASSISTANT MANAGER / MANAGER, NEA

历峰集团 (Richemont) 是全球奢侈品行业的领导者之一，旗下拥有多个专门从事珠宝、手表和高端配饰的品牌。 每个品牌都自豪地体现了风格、品质和工艺的传统，历峰集团致力于保留每个品牌特有的传承和特色。 同时，我们致力于通过持续的创造力，创新和设计符合我们品牌价值观的新产品。

Key Accountabilities & Responsibilities

Clienteling Strategy & Customer Journey

Strategy: Develop market-relevant clienteling plans that strengthen recruitment, engagement, retention, and loyalty.

Customer Journey: Partner with Client Experience and Customer Development teams to improve key touchpoints and client experiences.

Targeted Engagement: Use segmentation and client behavior to shape campaigns, VIP actions, and follow-up opportunities.

Boutique Partnership & Field Enablement

Field Partnership: Work closely with boutique and wholesale teams to embed Clienteling tools, routines, and best practices.

Performance Reviews: Lead monthly client performance reviews with Area and Store Managers and support action planning.

Cross-Functional Alignment: Coordinate with Retail, Marketing, Merchandising, Commercial Performance, the NEA management team, and HQ.

CRM Insights & Performance Measurement

Insights: Analyze sales, customer behavior, segments, and trends to identify opportunities and risks.

Measurement: Maintain dashboards and track core KPIs, including data capture, conversion, retention, repeat purchase, and customer growth.

Campaign Evaluation: Assess campaign results and translate findings into practical recommendations.

Database Governance & Operational Support

Data Quality: Maintain accurate, complete, and compliant customer data across retail and wholesale networks.

Operations: Coordinate data cleansing, enrichment, and consistent collection standards.

Systems: Support CRM maintenance, enhancements, and related operational projects.

Candidate Profile & Requirements

Education & Experience

Education: Bachelor’s degree in business, analytics, marketing, economics, mathematics, statistics, or a related field.

Experience: 8+ years in CRM, clienteling, customer insights, business intelligence, or data analytics.

Industry: Luxury watch and jewellery or luxury fashion experience is strongly preferred.

Technical & Analytical Skills

Core Tools: Advanced Excel and PowerPoint skills, including PivotTables, VLOOKUP, and Power Query.

Analytics: Experience with Looker Studio or similar visualization tools.

CRM: Experience with Salesforce, SAP CRM, or comparable platforms.

Social Selling: Familiarity with Instagram, KOS, WeCom, and LINE.

Business Acumen: Able to translate data into clear commercial actions.

Soft Skills & Competencies

Collaboration: Strong communication and stakeholder management across boutiques, functions, and HQ.

Languages: Fluent English and Chinese; Cantonese and Mandarin preferred.

Mindset: Customer-centric, field-oriented, collaborative, and accountable.

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