Regional Head of Client

1 month ago

Singapore Richemont Full time

MAIN OBJECTIVE:

The Regional Head of Client will lead the regional client team and be the referent on all client-related topics. This role is highly collaborative, working closely with the International Client Marketing team and Client Directors/Managers across the region. The position involves creating and fostering a regional client community, engaging key stakeholders in both global client projects driven by HQ and initiatives started within the region.

KEY RESPONSIBILITIES:

REGIONAL CLIENT TEAM MANAGEMENT

Manage and drive the regional client team and create a strong regional centre of expertise (client data and client activation team) Co-build the annual SEAO client strategy with central team and markets Establish and nurture a robust SEAO client committee, fostering synergies among market client teams Partner with central and market teams to consolidate roadmaps for ongoing projects, ensuring efficient budget management, timelines, and milestone tracking.

REGIONAL TRANSVERSAL PROJECT MANAGEMENT

Oversee and supervise ongoing client projects, including new client segmentation, clienteling acceleration initiatives, and data cleaning programs. Initiate and manage pilot projects, such as the Customer Knowledge Centre project, ensuring effective execution Work with the International Client Insights team to launch qualitative client studies across the region

LEAD REGIONAL CLIENT ACTIVATIONS STRATEGY

Supervise all regional client activations projects, optimising resources allocation Lead the development and implementation of the regional eDM strategy and roadmap, in collaboration with markets, targeting relevant audiences Drive Global Client platform projects, including Clienteling Acceleration and Salesforce (SF) upgrades Monitor and co-develop CRM KPIs with market teams to enhance engagement and conversions across the region, ensuring alignment with targets

MANAGE REGIONAL CLIENT DATA CENTER

Oversee all aspects related to regional client data. Standardize and optimize reporting at the regional level to provide strategic insights and actionable plans Explore new opportunities, particularly with external databases and agencies, to enhance understanding of existing clients and prospects

INNOVATION AND CONTINUOUS IMPROVEMENT

Foster a culture of innovation within the regional client team, encouraging new ideas and approaches to enhance client engagement and experience Stay updated with the latest trends and technologies in CRM and luxury retail, integrating relevant innovations into the regional strategy Evaluate and implement new tools and methodologies to improve data analysis, client segmentation, and personalized marketing efforts Lead initiatives to continuously refine and enhance the client journey, ensuring a seamless and exceptional experience across all touchpoints

JOB PROFILE:

Master's degree in business management, marketing or related field with a proven 10 years' experience in CRM, data management and strong international exposure. Strong communication, analytical, organizational and synthesis skills.

Languages: fluent in English

Skills:

In-depth knowledge and hands-one experience in Salesforce Marketing Cloud (SFMC certification preferred) Strong international project management capabilities Flexibility, proactivity and an ability to work independently Expertise in the Luxury Retail Industry Proficiency in Excel and PowerPoint for data analysis and presentations Analytical mindset with robust problem-solving abilities Excellent communication, collaboration, organizational and synthesis skills Deep knowledge of "Client" and/or "CRM" strategies within an international retail context

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