Reference Code:  35424

CRM Executive (temp)

Shanghai, SH, CN

Fixed Term

Our strength lies not in our similarities but in revealing the exceptional diversity of our cultures and colleagues. We leverage the advantage of being a global company with an international workforce. We employ the best experts who we trust to make informed decisions, who dare to implement their ideas and who take ownership of their actions. No matter where you are from, what you believe in, what age you are, who you love, or if you are disabled: In the end, together we always make it happen!


  • CRM action plan & implementation
    • Propose and implement action plan for China market and clients living in China, in the context of the global strategic plan, and suggest new client marketing tools corresponding to the local needs.
    • Evolving strategy and journey of customer acquisition, retention and reactivation to support commercial activations across all departments.
    • Provide report and insight to all departments for CRM activations.


  • CRM Tools and Database Management
    • Master the local tools and database and their evolutions towards the IWC global tools (SAGE, SAP)
    • Be a key user for the CRM tools
    • Monitor locally client data capture, partner with retail team to ensure data capture targets are met
    • Ensure data quality by sharing data-cleaning and  de-duplication process guidelines
    • Update and prepare reports and charts (client segmentation, profiling, data capture…) for management and retail team review
    • Release monthly KPIs and analysis of retail and contact center activities for management
    • Ensure high level of security for client data (process, rules, controls, training etc.) to ensure compliance with internal audit guideline and China legal environment
    • Perform and coordinate CRM tool training and provide regular updates in boutique
    • Attend Richemont key user meetings, technical roll-outs and system tests


  • Richemont China Contact Center supervision
    • Cooperate and co-ordinate with Richemont contact center on organizational developments, call center setup and management, tools’ implementations and upgrades
    • Constantly update process guidelines, processes, Maison news, collections, mail and email templates
    • Be the intermediary for Chinese clients in case of any cross-border issues


  • Client Event Management
    • Prepare, co-ordinate and follow-up on planned client events and made-to-measure experiences
    • Prepare and implement programs for IWC watch collectors in China
    • Compile and share regular best practices of competitors
    • Prepare and process Purchase Order and Invoices


  • Client collateral co-ordination
    • Co-ordinate operationally the shipment of loyalty development tools to clients living in Mainland China (publication mailing, digital tools emailing, cards, gifts, invitations to events)
    • Support all direct marketing campaigns by coordinating with HQ
    • Monitor the efficiency and ROI of each campaign




  • 2-3 years’ experience in luxury retail industry, specialized in CRM
  • Hands on experience and proficiency in CRM and business intelligence tools
  • Statistical and familiar with data-mining models and tools
  • Highly self-motivated, analytical, with sharp attention to detail
  • Strong project management and time management skills
  • Team player, at ease with transversal and multi-sites organization
  • Strong focus on execution & rigorous implementation
  • Fluent in English and Mandarin is a must