珠海招聘

Senior CRM Manager

Company

A European luxury retail company

Location

Shanghai

Purpose of position

-The purpose of the position is to lead client strategy and initiate/implement all CRM and e-CRM projects. In addition, this Manager will lead and coach a team of CRM Assistant Manager/Data Analyst/Coordinator and CS Manager in the delivery of their business and people development objectives.

Key responsibility

-Coordination & implementation of CRM Program
--Collaborate with all areas of organization (Product, Communications, PR, Retail ...) to develop and realize CRM goals and implement CRM strategy and projects
--Provide tools, planning and assistance to retail boutique staff for successful CRM implementation, while adhering to brand strategy and directives
--Develops and fosters strategic partnerships in line with brand image and vision (Joint Promotions, Local Partnerships, VIP recruitment...)
--Develop specific client programs and treatments tailored to various client segments in order to enhance and reinforce loyal of clients (New customers, Inactive customers, VIP Program...)
-Direct Marketing Program
--Setting up / Targeting / Coordinating / Planning / Monitoring Direct Mailing and e-Direct Mailing campaigns
-Client database management
--Coordinate and establish proper training for boutique database management to ensure the quality and quantity of client information
--Predicate strategic plans based on the clientele and market analysis, and product & boutique budgets
--Identify our E-database via e-mailing campaigns
--Perform monthly and quarterly client data analysis
-E-Commence
--Development and implementation of E-Commence
-Customer Contact Center
--Ensure & check the daily activity of the Customer Contact Center in China
--Prepare relevant guidelines; liaise with Retail, constant update of information to the Customer Contact Center
--Exploit Prospects / Customer data collected by the Call Center Team
--Convert this data into actions (mailings, invitation, E-mail) to gain new Clients
-Other CRM Projects
--Birthday Program for all China boutiques
--Develop CRM partnerships with main Wholesale Point of Sales
--Competitors' CRM Practices, esp. luxury hotels
--Other specific projects as assigned by the director
-People Development
--Communicate areas of responsibility and level of performance expected of staff
--Accountable for staff job performance as well as compliance to policies and procedure
--Provide leadership development through coaching and mentoring staff

Position Requirements

-Commercially savvy, individual must demonstrate proven track record in CRM functions ideally within luxury/retail, automobile or industries in relation to high end/lifestyle exposure;
-Must have bachelor degree; MBA will be a great plus;
-Must be result oriented with analytical skill;
-Must be a strategic thinker but also detail oriented;
-Must demonstrate leadership skill as well as be a team player;
-Must have good interpersonal skill and be respectful to peers/team members



Should you have any enquiry, please contact Yvonne ZHAO at 86 21 6133 5202.

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