CRM Manager

Recruiter
Tiffany & Co.
Location
Hong Kong, Hong Kong
Posted
29 Jun 2022
Closes
17 Sep 2022
Ref
54392
Function
Marketing
Level
Manager
Hours
Full Time
This role will be responsible for developing, coordinating and implementing the C.R.M. Strategy of the Tiffany brand in Hong Kong & Macau. The aim is the engage our existing customers, re-activate sleeping customers and recruit new customers in both the mass and top VIP tiers of customers.

Coordination & implementation of CRM Program
  • Collaborate with all areas of departments (Marketing, Retail…etc.) to develop and realize CRM goals
  • Lead Global CD 100 project and implement CRM strategy
  • Provide tools, planning and assistance to retail staff for successful CRM implementation, while adhering to brand strategy and directives.
  • Define a detailed CRM action plan for client acquisition, engagement and recover
  • Enhance and reinforce loyal of clients
  • Develop and foster strategic partnerships in line with Tiffany brand image and vision with local partnerships

CRM Database Management
  • Monitor data collection process and ensure data accuracy and integrity
  • Work with local retail teams to ensure the quality and quantity of client information gathered
  • Coordinate with local teams client database deduping
  • Act as a gatekeeper of data privacy and ensure all staff follows the data privacy guideline and customer information is well protected protected.
  • Monitor data feeds from marketing campaigns

Coordination & implementation of Omni Channel
  • Enhance the Omni Channel performance
  • Develop and improve the Omni Channel strategy
  • Monitor and evaluate the impact of different channels

Reports & Analysis
  • Develop standard reports and metrics to evaluate program performance and customer purchase behavior across key segments
  • Prepare executive-level summaries to capture results and recommendations for program enhancements
  • Prepare strategic plan based on client segmentation and market analysis
  • Perform monthly and quarterly client data analysis
  • Responsible for TEI/NSS analysis
  • Analysis of situations, benchmark progress and result vs business and CRM objectives
  • AI predictive targeting
  • Deeper dive in data crunching in order to present the insights and recommendations to management


Project Management
  • Lead and execute global project & CD100 program
  • Enhancement of COMPASS, maintenance and provide training to retail staff
  • Liaise with landlords in shopping mall for CRM online platform and e-commerce opportunities
  • Whatsapp API Promotional message
  • Support event customers coordination
    • 4 events : HKFAA / Asia Event / NY Blue Book / Fall Event
    • In-store activities: CNY / Valentine's day / Mother's Day / Father's Day / Graduation / Golden Week / Holiday


Others
  • Follow up with complaints and inquiries of customers, and ensure complete satisfaction and maximum utilization of the product and services sold to our customers
  • Budget controlling and stock management of CRM related tools for HK and Macau

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