[Chloe] CRM Manager

Seoul, 11, KR

Permanent

The Maison Chloé was founded in 1952 by Gaby Aghion, an Egyptian-born Parisienne who wanted to liberate women’s bodies from the stiffly formal fashion of the time through a luxury ready-to-wear offering.

For almost 70 years, Chloé has been inspiring femininity by designing fashion collections and accessories, crafting stories and sharing experiences. Our founder's forward-looking vision of femininity continues to inspire our long-term commitment to support the advancement of women.

Women moving forward. For a fairer future. This is our purpose guiding all we do. Today, our ultimate goal is to create beautiful products with meaningful impact for people and for the planet.

We take pride in receiving B Corp certification. As we mark this new stage, reinventing how we do business, we hope to inspire other organisations.

That’s why we are building teams who are committed to our mission. We want to share this approach within the company and with our community at large.

MAIN PURPOSE

Under the supervision of Managing Director and active communication with HQ CRM Team, CRM Manager will be responsible for strategical planning, the successful execution of clienteling programs, client activations and CRM data management. The appointed candidate will play a key role in cultivating a client-centric mindset across the organization, implementing CRM KPI with strategies for Korea market and fostering operational excellence.

KEY RESPONSIBILITIES

Client recruiting, retention and loyalty programs:

Oversee the regional contact plan, ultimately driving client loyalty to the Maison. Optimize clienteling pressure for each client segment, prepare target groups, adapt and import assets in clienteling app for each communication channel. Brief boutique teams on clienteling campaigns and monitor results.
Assess opportunities and risks related to VIC activity and engagement; propose creative solutions tailored to local needs.
Oversee client gifting program for the region within the allocated budget. Identify gifting opportunities, manage inventory, and guide boutique teams on utilization to ensure positive ROI.

Analytics and data management

Supervise data quality indicators, KPI, address training and education needs with relevant local and central teams, feed collaborators with best practices.
Generate extensive client insights and client studies to support business decision making across the organization.

Client experiences

Closely monitor net promoter score and clients’ feedback via survey platform, address area of opportunities and initiate teams upskills in partnership with corporate functions. Support network on closing the loop on client issues and involve senior management on resolution strategies.
Communicate with HQ team closely under the direction, customer engagement and ensure memorable and consistent client experiences are provided across the region.

Client events

Plan and contribute to the development of events calendar in partnership with communication and retail functions to acquire new clients and engage existing clients.
Coordinate organization of regional and international VIC events aiming at developing portfolio of top clients.

Application, systems and tools

Oversee adoption and training of clienteling application across all retail teams.
Partner with central Client & IT teams to troubleshoot and investigate technical issues.
Manage user creation / deletion requests across platforms for all retail employees/boutiques.

REQUIREMENTS

At least 9 – 10 years of relevant experience in CRM & clients related area in luxury retail industry.

Bachelor’s degree or above in Business Administration or related discipline.

Good analytical and organizational skills, high level of CRM & retail KPI skills

Flexibility of perspective and problem-solving skills, communication skills to lead BTQs

Positive team player

Proficiency English and Korean

Apply now »