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
CRM Database Management
Coordination & implementation of Omni Channel
Reports & Analysis
Project Management
Others
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
