[IWC] CRM Manager

[IWC] CRM Manager

We are looking for a dynamic CRM Manager to be fully responsible for the successful development, implementation and management of CRM activities in Korea. In order to further cultivate client development culture, the incumbent will work closely with the local Marketing and Commercial teams, as well as the HQ CRM team, to contribute significantly to the establishment of a premium clientele base, and to ensure the CRM works effectively for all aspects of the Maison.

He/she will drive new client acquisition through the existing client database, prospects, and third-party collaborations. The incumbent will also manage and recommend effective store clienteling programs, to boost client retention.

In order to be successful in this role, the candidate must have excellent data analytical skills, a good eye for detail and possess a ‘can-do’ attitude. Our CRM Manager will be the effective bridge between marketing and commercial, ensuring business continuity and success. He/she must be willing to work with passion and grow with the brand.

Key Responsibilities:

1. Project Management for CRM & Customer Experience (CX)

Following Headquarters’ guidelines to define and implement local CRM and CX strategy, as part of the regional Marketing & Commercial Plan, to develop customers’ acquisition, engagement, and loyalty. The scope of these strategies will stretch across the entire domestic market in Korea.

• Drive local client strategies by using market and client intelligence effectively: define and develop customers’ campaigns, carry out ideas to develop business thoroughly analyzing customers’ data and KPI’s, define and follow up with dedicated CRM budget.

• Elaborate local CRM action plans to achieve customers’ recruitment and retention objectives: identify local partners and opportunities in line with brand identity, define relevant initiatives to acquire new data and activate current customers, execute their implementation, measure the ROI of each action.

• Oversee all direct customer communications through the CRM by implementing direct CRM activities according to Headquarters’ guidelines: propose targeting recommendations, measure results and suggest corrective actions in collaboration with Headquarters.

• Act as a strong partner for boutiques team by regularly interacting with them: support the build-up of CRM and CX knowledge amongst sales teams, coordinate CRM and CX trainings, follow-up the implementation of CRM tools and monitor KPI’s per boutique.

• Collaborate closely with boutique teams to plan, execute and manage unique and memorable customer experiences, commercial activations tailored to specific occasions, including CX gifting strategies at boutique level, ensuring alignment with brand guidelines and budget.

2. Database Management

Coordinate and ensure the local implementation of various database related projects across Korea, such as Salesforce.

• Be responsible for the local implementation and maintenance of CRM system: Key user for Salesforce within region, to coordinate SAP roll-out in collaboration with local Richemont project managers and CRM team at Headquarters, be local main contact for any question on related projects, and to ensure the proper use of Salesforce and relevant systems by sales teams assisting them with dedicated trainings.

• Analyze client data: monitor all clients related KPI’s as per Headquarters’ guidelines, establish monthly reports/ statistics and ensure their timely delivery to local management and Headquarters.

• Manage the local client database: ensure the accuracy and quality of customer data in current database, set objectives on quantitative and qualitative data collection. Ensure the database is segmented effectively for targeted marketing activities.

• Monitor and maximize customer lifetime value strategies ensuring maximum ROI.

• Achieve CRM KPIs such as acquisition rate, retention rate, conversion rate and data accuracy.

• Act as a local expert on the privacy policy law: ensure all materials and action plans are meeting local laws and Richemont policies, liaise effectively with Headquarters and local legal departments when needed.

Qualifications and Skills:

• Bachelor’s degree or equivalent.

• Minimum 10 years CRM management experience in luxury / retail industry.

• Strong data analytical skills, results driven with a good understanding of CRM systems.

• Excellent communication and presentation skills, with excellent fluency in spoken and written English.

• Strong project management with a focus on execution and rigorous implementation.

• High flexibility and creative with a hands-on approach.

• Macro and detail oriented, with problem-solving skills.

• Tenacious and collaborative team player with a positive can-do attitude and self-motivated.