Assistant CRM Manager, SEA

MAIN PURPOSE

Montblanc is pursuing a strategic direction geared toward greater client-understanding, client-centricity and the customer experiential journey with Montblanc.

The Assistant CRM Manager is responsible in seeking creative ways through researching, data mining, reporting and networking in order to contribute positively to the Maison’s strategic direction above-stated by growing the total size of the Montblanc SEA client base, increasing the loyal affinity of our active clients toward Montblanc, increasing the frequency of our clients’ visits to Montblanc through enhanced relevancy and to revitalise the interest of the pool of inactive clients.

The incumbent is also accountable to provide critical support to the retail teams in attending to difficult situations and repairs involving client satisfaction; with the goal to either neutralize or convert the brand detractor into potential brand advocates.

KEY RESPONSIBILITIES:

Database & Client-centric data management:

• Data mining work include building and maintaining a comprehensive, accurate and relevant database of all Montblanc clients within the CDB system at all times.
• Reporting work include being able to summarily and precisely provide data on numerical key success factors.
• Researching work include gathering externally available data on clients, evaluating client past purchases and examining known preferences in order to be able to successfully utilize the information in planning, ideation or strategizing process.
• Prepares and provides a monthly client cockpit report for the Retail team.
• Prepares and provides a campaign summary report at the conclusion of each Retail campaign.
• Prepares and provides the boutique teams with updated and comprehensive Top30 and Top100 clients report at the beginning of each quarter.
• Ensures that all client data collection, storage and disposal methods meet the Richemont Group Compliance Standards.

Internal & External Client Care:

• Take the lead in VIP events and to work with Retail Manager and Marketing team to ensure objectives are met.
• Engages with VIPs and clients during events and in-store in boutiques as and when required.
• Generating leads, prepares the influencer’s proposal, sales deck and/or sales pitch to prospective clients.
• Steps in and responds to internal clients’ (boutique teams’) needs by liaising closely with all other relevant departments to provide timely and accurate execution assistance and/or potential solutions.
• Provide critical support to the Retail boutique teams in attending to difficult situations, cases and repairs involving client satisfaction; with the goal to either neutralize or convert the brand detractor into potential brand advocates.
• Deals with all incoming emails, online or social media customer requests/ complaints within a service time of 24hours. Prepares in advance several versions of reply letter templates dealing with the most common anticipated enquiries/ requests/ complaints for own and boutique use.
• Be the contact point for all CRM or CRM IT related issues

Annual Budget & Planning

• Actively engages with, and in discussions with, the relevant HODs, management teams and colleagues on campaign ideation and execution; clients and sales strategies; with the overarching goal to drive sales volume and revenue.
• Proposes, defines then implements an annual CRM strategy for Montblanc South East Asia & Oceania markets in alignment with the Maison directions of customer acquisition, engagement, loyalty and customer experience for both the Retail and the Wholesale channels.
• Works with the Marketing Department to propose, define and then implement both long-term strategy and adhoc tactical promotion mechanics.
• Performs periodical tracking, monitoring and reporting on execution vs. plan.

Market Intelligence

• Partner with Marketing to ensure that customer insights, trends and segmentation are incorporated into marketing campaign planning with follow-up analysis.
• Data mining and researching for increased insights can include working with a third party agency wherever appropriate and when approval is received.
• Liaising with Richemont Group and other Maisons to identify new opportunities in optimizing data collection and database integration (e.g., social media, customer service, e-commerce)
• Lead innovation by keeping up-to-date, circulating, proposing and implementing industry best practices/ methodologies for client centric transformation as part of the overall customer experience strategy.

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, International Management or similar
• >5years experience in CRM / Direct Marketing/ Database Management
• Luxury Market experience is preferred

• Preferable experience in Salesforce (Service Cloud & Marketing Cloud)
• Client-centric mindset with a profound understanding of CRM systems and processes as well as data and client insight analysis.
• Advanced knowledge of MS Excel and MS Powerpoint

• Strong entrepreneurial mindset with high analytical skills
• Strong organization and prioritization skills in a fast paced and demanding environment with a hands-on mentality.
• Focused, determined and results-oriented
• Ability to connect, engage with high end clients