Client and CRM Manager

RESPONSIBILITIES

Reporting

• Provide weekly and monthly CRM reports.
• Monitor CRM action results by store and by individual staff.
• In charge of CRM tools and responsible for sending email blasts and generating call list according to boutique specific needs.
• Regular analytical analysis of competitors and the customer landscape to ensure the competitiveness of the CRM program.

Retail Activities

• Promotes optimum staff performance by coaching, counseling, and disciplining employees.
• Keep abreast of market trends to determine the need for improvements in the store.
• Determine, set, track and report all Retail KPIs.
• Analyze sales and revenue reports on weekly and monthly basis.
• Maintain store staff by recruiting, selecting, orienting, and training employees.
• Train and evaluate store employees through selling role play and Client Experience Program.
• Train store employees on corporate policies and procedures.
• Develop relationships with key suppliers and vendors.
• Suggest new operational and selling strategies to improve store's performance and productivity.

CRM Activities

• Work with Retail Team to develop CRM strategy and customer loyalty program to meet company's objectives.
• Managing CRM budget planning and keeping expense in-line with budget.
• Understand different boutique CRM needs and develop specific activities suitable to their needs, including acquisition, conversion and retention.
• Plan and organize all in-store selling events, client activities, and international CRM events.
• Evaluation all CRM actions / program efficiency and propose changes according to its needs.
• Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
• Overseeing direct communications with customers through the CRM program.
• Responsible for building customer base by developing a strong rapport with VIP customers potential, finding their particulars and meeting their requirements.
• Proactively work with different partners to generate new business opportunities, partnerships and host events accordingly.
• Deal with complaints from customers to maintain brand’s reputation.
• Develop and manage on-going email campaign strategy that includes segmentation of customer groups to optimize sales and retention.

Client Experience

• Responsible to evaluate staff customer service level.
• Set objectives to each store according to their weaknesses.
• Lead sales team to develop actions to improve / maintain excellent results at Client experience program.
• Develop training program with Trainer / Store in Charge on customer service standards.
• Proactively review and seek feedback from frontline staff and assist Retail Manager to develop systematic staff coaching with store manager to monitor staff service performance.

REQUIREMENT

• At least 5 years of experience in Retail Management, managing client servicing, CRM tools and client relationship management.
• Knowledge of retail management best practices.
• Strong communication and interpersonal abilities.
• Excellent organizing and leadership skills.
• Commercial awareness.
• Analytical mind and familiarity with data analysis principles.
• Comprehensive understanding of VIP's, CRM and events operations.
• Customer oriented Ability to accurately profile and segment VIP clients effectively with good communication skills.
• Creativity in finding ways to retain customers and ensure business growth.
• Multitasker with the can-do attitude and ability to produce results whilst working under pressure.
• Good team player and able to work independently.
• Good command in Chinese and English.