Job Description
STRATEGY
- Own, develop and manage the CRM ecosystem to build long-term relationships with consumers and to grow the loyalty programme database and sales return in strict accordance with Central guidelines and local requirements.
Ensure alignment with the new luxury CRM & customer engagement approach with excellence across all communications touchpoints.
- Develop market specific plans based on business needs to increase retention of existing customers database.
Manages and controls fiscal year budget.
IMPLEMENTATION / FULFILMENT
- Lead plans, organize, implement and monitor fiscal year member communications calendar through traditional / digital means.
- Plans, organizes, implements and monitors the fulfillment of the Company CRM programs, including event management of different scales autonomously.
- Ensure local requests are a focused priority in the newsletter calendar.
- Own plans, organize, implement and monitor the fulfilment of membership benefits.
- Maximize B2B2C collaborations to re-ignite and drive loyalty benefits for members.
- Develops and implements effective campaigns to achieve the following KPIs.
drive acquisition and retention.
increase Value Per Ticket (Price Per Ticket / Price Per Purchase).
maintain active sales share.
enhance customer satisfaction.
improve loyalty through tier system.
- Identify areas of improvements within Central CRM programs to drive performance and improve the customer's issues and challenges.
- Receive feedback from retail teams monthly retail meeting forums and facilitate improvements.
EVENT / PROJECT MANAGEMENT
- Lead plans and implement events, programs and activities for the Club members of various scales
- Drive members exclusive events to increase acquisition and reinforce new brand codes
- Manage highest quality event experience delivery and operations
ANALYSIS
- Manage regular data analysis to understand consumer behaviour and translate it into effective campaign plans.
- Recommend ways to finetune monthly reports with strong emphasis on learnings, business implications and improvement areas.
- Proactively share knowledge of access and supports wider team with these reports.
- Evaluates central initiatives and strategies and provides structured feedback and recommendations to central.
- Compiles competitor activities report i.e. Point of Purchase CRM events, promotions trend and loyalty activities.
- Support any ad hoc projects which may be assigned for development from time to time.
CLIENTELLING
- Support and cultivate very important client evolution, curate client journey with a targeted approach that continually engages customers.
- Work closely with retail team to understand the needs of very important client.
Job Requirement
- Bachelor's degree in Business, Marketing, or a related field.
- 5–7 years of professional experience, preferably in consumer-focused industries or CRM-driven roles.
- Strong business acumen with proven ability to drive impactful decisions.
- Passionate about CRM and delivering exceptional customer experiences.
- A keen eye for detail with the ability to ensure accuracy and consistency.
- Excellent interpersonal and communication skills to collaborate effectively across teams and with stakeholders.
- Proficiency in local language(s) (written and spoken) is mandatory; English fluency is required.