Reference Code:  29636

CRM Supervisor

Shanghai, 31, CN


MISSION: Implement China CRM strategy and projects in strong collaboration with related stakeholders to drive sales, client retention and new client recruitment in a creative manner


REPORTING TO: Assistant CRM Manager

CRM Tools and Database in-depth Analysis and Optimization (25%)
• Be a key user for the CRM data analysis tools. Prepare and update regular CRM reports for retail boutiques with clear action plan
• Execute regular CRM programme based on good knowledge of retail and wholesale CRM data to support daily sales in boutique
• Plan, Execute, coordinate and follow-up CRM tool training and provide regular updates for boutiques
• Update and prepare reports and charts (client segmentation, profiling, data capture, retention…) for management team
• Analyze in-depth client data by delivering client profiles on age, geography, gender and purchase behavior based on collections
• Ensure high level of security for client data to ensure compliance with internal audit guideline and China legal environment
• Attend Richemont key user meetings, technical roll-outs and system tests

CRM Events and Client Treatments (30%)
• Develop unique event concepts aligning with CRM strategy and lead execution for key festival in-store activities based on business goals in strong collaboration with commercial team
• Enrich client experience with offsite VIP dinners, workshops or other creative activities to increase opportunity of client recruitment and retention
• Plan and follow-up with VVIC/VIC Client hospitality and thematic interactions in boutiques to create sales opportunities for both retail and wholesale clients
• Monitor CRM program ROI and efficiency of each CRM campaign
• Enrich vendor pool and manage vendors to ensure quality and service delivered in a timely and accurate manner
• Consolidate and share regular best practices of competitors

Clienteling development (25%)
• Co-ordinate operationally loyalty development tools to clients living in Mainland China (publication mailing, digital tools emailing, cards, invitations to events, seasonal giftings)
• Develop local gifting strategy to uplift client experience in alignment with HQ client strategy. Manage client seasonal gifting projects in alignment with HQ strategy on “One of Not Many” in cost efficient manner
• Lead, deliver and refine in VC contact strategy programme in collaboration with commercial team
• Work closely with HQ to launch seasonal emailing campaigns and lead MMS campaigns as local one-to-many communication tool
• Be the bridge between Retail, Boutique and CRM teams for all questions related to clienteling and CRM activities (eg: WeChat Work Mini programme, clienteling system, CRM activity) by giving training and advices
• Drive on a day to day basis the HQ loyalty programme aiming at engaging existing prospects and clients
• Budget planning, management and tracking on all gifting projects
• Support line manager to launch local clienteling campaigns

Omni-channel Experience Program (15%)
• Be the contact window from VC Marketing team to share and update Richemont call center about Marketing campaigns and activities
• Be the point of contact of Richemont Call Center for specific client enquiries and collaborate with commercial team to regularly train the staff on VC novelties, MKT campaigns etc
• Develop short / mid-term strategy and action plan to build seamless and consistent client experience throughout all touch points, Boutiques, Client Relation Centre, WeChat, Weibo and Website etc
• Build up strong online to offline client treatment and engagement through in-store activities, gifts, O2O or O2M contacts etc
• Follow up on CRM related group driven projects and ensure the delivery to brand
• Collaborate with Digital Team to develop/support digital-client innovation on related projects

Other duties as requested by management (5%)
• Maintain good relationship with HQ CRM team and local team to make sure all parties are aligned on CRM projects
• Consolidate competitor CRM initiatives to get more consumer / business inputs
• Support VC Assistant CRM Manager in developing CX/CRM programmes and initiatives


• 3-5 years’experience in luxury retail industry, specialized in CRM or Marketing Event
• With the experience of SAP CRM and Salesforce will be a plus
• Hands on experience and proficiency in CRM and business intelligence tools
• Strong project management and time management skills. With the experience of luxury CRM activity and gifting project management will be a plus
• Advanced Excel, PowerPoint skills
• Highly self-motivated, analytical, with sharp attention to detail
• Team player, at ease with transversal and multi-sites organization
• Strong focus on execution & rigorous implementation
• Fluent in English and Mandarin

About Vacheron Constantin
Vacheron Constantin, crafting eternity since 1755, has transmitted its expertise through generations of master craftsmen without interruption in order to craft its timekeepers for eternity. Representing for over 260 years the very spirit of Haute Horlogerie, Vacheron Constantin continues to design, develop and produce outstanding timepieces that remain faithful to its three brand fundamentals: technical excellence, inspired aesthetics, and superlative finishing. Vacheron Constantin is the longest established submitting company of the prestigious, independent quality seal ‘Poinçon de Genève’ and produces the largest number of certified watches. This commitment has guaranteed the highest quality of its timepieces since 1901. Vacheron Constantin is currently active in 80 countries through 400 points of sales and continuing to develop in accordance with François Constantin’s motto “Do better if possible, and that is always possible”.

You will enjoy this new adventure THANKS TO
• Our teams. You will join motivated, creative, and talented teams that share the same passion and energy.
• Our benefits. Joining Vacheron Constantin means working in a caring, transparent, and flexible work environment. We offer a workspace where you will feel welcome and you will be able to give the best of yourself.
• Your personal development: You will enjoy career growth opportunities, as well as international mobility within the Maison or within Richemont Maisons.