CRM & CLIENTELING ASSISTANT MANAGER / MANAGER, NEA
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Description
Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.
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.
#Richemont #WeCraftTheFuture