Assistant CRM Manager - Vacheron Constantin

Shanghai, China
27 Jul 2020
19 Oct 2020
Vacheron Constantin

MISSION: Design, plan and implement the China CRM strategy and projects to drive business, customer recruitment and retention to deliver unique and memorable customer experience
OFFICE LOCATION: Shanghai, China
TITLE: Assistant CRM Manager"
REPORTING TO: Marketing Director, Vacheron Constantin CHINA

Define & Implement relevant CRM strategies in China
 Define & implement CRM strategies to accelerate the recruitment of new clients and High Watch making clients
 Boost and strengthen customer retention and loyalty and thereby developing referrals
 Define KPIs & drive performance of CRM actions base on overall business goals
 Full Budget planning and management for all CRM initiatives

CRM Projects Management
 Be the HQ key contact for all CRM related matters and projects covering client segmentation, activation, customer purchase analysis
 Develop and implement tools, processes and projects to answer local/HQ expectations
 Monitor all CRM programs and proactively suggest improvements and action plans to further drive purchase and repeat purchase
 Design, plan all national rollout of strategic CRM projects: Internal boutique client loyalty program, online CRM actions, dealer CRM program and Chinese traveler CRM action
 Drive comprehensive client data analysis to support all client contact strategy and actions both short and long term

Omni-channel Experience Program
 Develop short / mid-term strategy and action plan to build seamless and consistent client experience throughout all touch points including Boutiques, Client Relation Centre, WeChat, The Hour Club, ECOM sites and Website.
 Refine contact strategy to harness relationship building across prospects and VVIC
 Implement E-CRM strategy in close collaboration with the e-commerce and digital teams to develop and support holistic digital-client innovation on relevant platforms

CRM Events and Client Treatments
 Lead, plan and follow up CRM events to engage both prospects and high-end clients in activities to create unique, on brand and personalized touches in an engaging manner to uplift total client experience
 Monitor ROI of all CRM activities with a focus on VIC / VVIC and increased average spend as key performance indicators
 Strategize segmented seasonal treatment strategy for main holiday occasions: New Year, Valentine's Day(s), Xmas

Affinity Partnership Development
 Develop affinity partnership, detect cooperation opportunities, and define the action plan for client prospection supported by define action plans to enrich brand database and drive sales

CRM Tools and Database Analysis Management
 Be the owner of all internal reporting tools and a key user for local / global CRM tools database and their evolutions
 Monitor locally client data capture via strong partnership with commercial l team to ensure data capture targets and enhance client intelligence enrichment
 Analyze data on an ongoing basis and provide analysis of consumer insights , behaviors and trends and offer actionable recommendations
 Initiate consumer research studies to support the development of brand strategy and marketing plans with a clear execute approach
 Release monthly KPIs, NPS and analysis of Retail and Richemont Client Relation Centre activities for management
 Ensure high level of security for client data (process, rules, controls, training etc.) to ensure compliance with internal audit guideline and China legal
 Perform and coordinate CRM tool training and provide regular updates to boutiques
 Attend Richemont key user meetings, technical roll-outs and system tests

China Client Relation Centre management
 Cooperate and co-ordinate with Richemont Client Relation Centre on organizational developments, management, tools' implementations and upgrades
 Constantly update process guidelines, processes, Maison news, collections, and mail and email templates
 Be the intermediary for Chinese clients in case of any cross-border issues
 Client collateral planning, co-ordination and budget control
 Co-ordinate operationally the shipment of loyalty development tools to clients living in Mainland China (publication mailing, digital tools emailing, cards, gifts, invitations to events)
 Support all direct marketing campaigns by coordinating with HQ and Richemont Client Relation Centre

Competitive intelligence and general management
 Manage all related agencies to ensure quality and service delivery in a cost effective manner
 Plan and monitor all related Purchase Order, Invoices pertaining to CRM budget
 Compile competitive analysis on tools and CRM practices on a quarterly basis
 Identify and share best practices on a regular basis

Team development and coaching
 Drive and deliver all CRM tool training and provide regular updates to boutiques
 Develop people, build team spirt and drive collaborations on all levels via effective team building and coaching

• Minimum 5 years working experience in luxury retail / fashion / cosmetics industry, specialized in CRM / digital marketing. WeChat expertise and experience is preferred.
• Excellent communication skills and relationship management skills
• Strong in cross functional communication and work
• Adaptable to change and uncertainty with the flexibility to work in a fast-paced, start-up, and multicultural environment
• Hands on experience and proficiency in CRM and business intelligence tools
• Statistical and familiar with data-mining models and tools
• Highly self-motivated, analytical, with sharp attention to detail
• Strong project management and time management skills
• Positive attitude and a good team player, at ease with transversal and multi-sites organization
• Strong focus on execution & rigorous implementation
• Be open-minded and flexible in terms of responsibilities.
• Skilled in both written and spoken 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".