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Reference Code:  82801

CRM Supervisor / Assistant Manager (contractor)

Taipei, TPE, TW

Fixed Term
  
  

MAIN PURPOSE

  • Propose, implement CRM strategies/ programs based on data analysis and other market insights, with the aim to reach excellence in CRM service
  • Drive engagement through distinctive customer relations and meaningful customer journeys to build client loyalty

 

KEY RESPONSIBILITIES

 

Key responsibility 1 – CRM Strategy and Daily Operation

  • Lead CRM data collection, build systematic data driven insights and recommendations for client experience/ treatment programs
  • Propose, coordinate with Marcom to execute CRM treatments/ events
  • Increase customer base through new client recruitment and client loyalty management
  • Propose client invitation proposal based on data analysis for international/local events
  • Responsible for data analysis and reporting to support commercial team and headquarter requests
  • Update and prepare reports and charts (client segmentation, profiling, data capture…) for retail management review
  • Perform and coordinate CRM tool training and provide regular updates in boutique
  • Monthly pulling out client list for boutique contact use.
  • Perform seasonal CRM analysis and key insights and takeaways. (novelties, client upgrade, boutique animation, event, special campaigns…)
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Key responsibility 2 – Budget Management

  • Plan and manage CRM budget and expense tracking, including CRM gifting, CRM PLV & tools, MMS/SMS/emailing, CRM programs expenses
  • Supervise inventory management for CRM Gifts and Editions

 

Key responsibility 3 – Client Engagement programs & Plans

  • Email campaign, post purchased exclusion and monitoring based on HQ instruction
  • Co-work with Marcom on LINE activations and analysis
  • Propose local campaign and close liaise with boutiques for good implementation.
  • Monthly review and tracking CRM KPIs with boutique
  • Follow up with monthly regular client program, including birthday program, new client welcome program.

 

  • Follow up with seasonal client program, including CNY, Christmas, Mid-autumn festival.
  • Segmented Gifting program proposal and performance tracking.

 

Key responsibility 4 - Client Event Management& client treatment

  • Prepare, co-ordinate and follow-up on VIP programs
  • Set guideline for VIP namelist, according to client segmentation and event nature.
  • Responsible for VIP hospitality and entertainment arrangement during event  period
  • Compile and share regular best practices internally and externally (competitors)
  • Post event CRM reportingTop client profile collection and successful stories recording and draw insights from them.

 

Key responsibility 5 - CRM Tools and Database Management

  • Master the local tools and database and their evolutions towards the Vacheron Constantin global tools
  • Be a key user for the CRM tools
  • Ensure data quality by regular data checking and boutique reminder
  • Perform and coordinate CRM tool training and provide regular updates in boutique
  • Support on new projects change management and boutique training

 

REQUIRED COMPETENCIES

 

  • Education:
    • Bachelor’s degree required

 

  • Professional requirements:
    • Excellent interpersonal and coordination skills
    • Strategic overview and analytical
    • Client oriented
    • Organizational and problem solving skills
    • Team player

 

  • Specific competencies:
    • Proficiency in all Microsoft office tools: PowerPoint, Excel

 

  • Professional experience:
    • 5 years of relevant experience with preference to service and/or luxury environment
    • Experience in datamining & analysis, retail industry is preferred

 

  • Languages:
    • Fluent in spoken and written English (required)