CRM Manager

5 days ago

Singapore WORKLE PTE. LTD. Full time

Location: Chinatown area
- Mon to Fri
- Bonus MUST have experience from retail field

**Duties & Responsibilities**

**CRM & analytics**
- Manage the client database: ensure the accuracy and quality in data capture in the region, and liase back with HQ to identify potential cleansing / quality action requirements. Set objectives on quantitative and qualitative data collection.
- Support on the definition and development of customers’ campaigns, carrying out ideas to develop business thoroughly analyzing customers’ data and KPI’s.
- Elaborate local CRM action plans to achieve customers’ recruitment and retention objectives.
- Define relevant initiatives to acquire new data and activate current customers, execute their implementation, measure the ROI of each action. Act as a key stakeholder on the privacy policy law in Asia markets: ensure all materials and action plans are meeting local laws and HQ policies, liaise effectively with HQ and local legal departments when needed.

**Events & Experiences**
- Propose In-store seasonal client activations & store traffic drivers to support product launches, capsule collections, popups and brand communications campaigns.
- Provide in-store coordination and onsitesupport during event activation., manage ROI within budget.

**Clienteling**
- Define action plans to improve the recruitment and onboarding of new clients (adapting global guidelines)
- Develop strategies for increasing loyalty retention and conquest, enhancing consumer touch points and creating an unparalleled customer experience.
- Identify and promote improvement actions for engagement and retention and advocate the improvement of countries’ local clientele.
- Deployment of CL’s clienteling outreaching tools amongst retail teams and ensure adoption of the tool.
- Design and implement the local clienteling guidelines & toolkit, based on the input from HQ, and tailoring them to each market needs.
- Set yearly goals and ensure follow up of key KPIs through actionable dashboard/reports.

**Who do we look for...**
- **At least 7 years experience in CRM / customer management roles**:

- **Proven experience in a CRM management role within the luxury retail **.
- Experience in producing / conducting high-level customer analysis.
- Experience in overseeing the design, development and implementation of in-store events.
- Great capacity of leading and organizing multiple projects with great attention to detail.
- Excellent communication and interpersonal skills, with the ability to engage and collaborate with boutique staff and stakeholders at all levels.
- Strong problem-solving skills and the ability of muti-tasking in a fast-paced environment, be proactive, resourceful, possess high level of professionalism and communication skills

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