CRM Analytics Manager, Seao

Reference Code: 87686**CRM ANALYTICS MANAGER, SEAO**:

- Singapore, 01, SG- PermanentSince 1874, Piaget has been committed to bringing the spirit of Luxury to life thanks to a constant quest for creativity, an unlimited innovation and a respect for excellence. All this being possible thanks to a fully integrated Manufacture mastering watchmaking and high jewelry know-how.
Piaget excels in everything that is rare, precious and exceptional.
Always do better than necessary: the Piaget founder’s motto still remains the guiding principle for all our colleagues across the world who, every day, make Piaget grow with passion.

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The CRM Analytics Manager is responsible for the market data analysis along with the infrastructure and tools implementation in Southeast Asia & Oceania.

The jobholder will organize, analyse marketing and customer data, working closely with the local commercial & marketing teams to deepen their market influence and build long-lasting customer relationships. He/She will monitor the response to ad and marketing campaigns and provide ideas for future improvements.

Familiar with technology skills and work management protocols, the CRM Analytics Manager will also supervise and coordinate the implementation of local E-com platforms and Clientelling tools across all networks.

KEY RESPONSIBILITIES:
CLIENT DATA & ANALYTICS
- Monitor data capture & CRM KPIs and develop improvement plans (Retail /WHS/E-Com)
- Conduct CRM data analysis: perform client segmentation & create various client lists based on market specifics
- Improve client knowledge at the region, boutique and sales associate level with Sales Force implementation
- Develop in-depth analysis of the database to inform business decisions (Retail/WHS/E-com, Marketing, Communication etc.)
- Launch new studies to support decision making: Predictive analysis, Recruitment analysis, Client Lifecycle, segmentation in partnership with internal teams or external agency if needed
- Support all data enhancement projects (e.g. CDB, Salesforce, SAP, Booster)
- Develop and disseminate Market Intelligence, benchmark competitor programs in the luxury goods sector, as well as technical & digital Innovations
- Develop an Analytics roadmap for projects planning

REPORTING
- Support CRM KPIs improvement with regular reports and review with sales teams, identifying training and reinforcement needs
- Design and implement visual dashboards to share regular reporting by translating the database insights into predictive purchase behaviour
- Raise awareness among the Retail/WHS team on Clientelling approach with cross sharing sessions on industries benchmark

INFRASTRUCTURE & TOOLS
- Drive the definition and the implementation of the omnichannel roadmap including all the new E-Com solutions (phone sales, e-boutique)
- Lead the adoption of these new services and tools (as the Clientelling App) from implementation to management of the whole Omnichannel approach
- Support front-end and back-end integration on omnichannel services

E-COMMERCE IMPLEMENTATION (CRC /WEB SALES)
- Lead and coordinate the new E-Com solutions (phone sales, e-boutique)
- Support front-end and back-end integration
- Connect the digital & physical worlds by identifying new opportunities (business development, innovations )
- Ensure an on-time, monthly reporting of the CRC KPI’s
- Provide value adding services such as RSVP calling campaigns, database cleanings
- Have a contingency plan ready for IT issues and/or an eventual switch in service provider

REQUIREMENTS FOR THE ROLE:

- Master's degree in Business Management, Computer Sciences, Computer Engineering, or related field
- Technical background in Reporting / Datamining tool (SalesForce/ SAPBi, Looker Analytics )
- Minimum of 7 to 9 years of related experience
- Previous experience in luxury products preferred
- Strong analytical, statistical skills with a love to make figures talk
- Strong understanding of retail client experience required with background in customer acquisition, re-engagement, and retention strategies
- Sales and results driven
- Strong technology skills are also essential with excellent computer skills and proficiency in all Microsoft Office
- Excellent interpersonal, communication, organization, follow up and problem-solving skills required
- Creative agility, Team player and Service minded
- Proficiency in English, Chinese and French a plus

DIMENSION:

- Network of internal & external points of sale in all the Southeast Asia and Oceania region
- Position Based in Singapore