CRM Executive

Tiffany & Co.
Singapore, Singapore
30 Jun 2022
18 Sep 2022
Full Time
Client Development strategy
  • Collaborate with Marketing Manager to plan and implement CRM strategies and tactical programs to drive client development and sales performance, meeting New client recruitment and Existing client upgrade goals
  • Provide the necessary resources and support to inspire and build robust and consistent clienteling habits within stores
  • Support team with clienteling programs and actions that maximise sales and profitability

Client Database Management, Intelligence & Reporting
  • Drive business goal of maximizing sales through delivery of customer insights and actionable suggestions for targeted clienteling programs, initiative and events.
  • Provides data analysis and recommendations for each program, ensuring that right audience is correctly segmented and targeted effectively to optimize ROI.
  • Reporting of post activation performance and overall effectiveness; summarizing the key insights and offering recommendations.
  • Ensure a high level of data hygiene within the CRM database and communications infrastructure
  • Educating teams on the importance of capturing good quality client data and it's uses in driving customer retention and loyalty
  • Accountable for retail team's quality and consistency of outreach and client data capture
  • Ongoing management and continued segmentation of database to identify and target client segment and clienteling opportunities, to drive traffic and sales to stores. Driving conversion and increase visits, ATV and AUR.
  • Present monthly CRM overview and reports, on the growth of the client database, developing initiatives to help improve and drive client outreach
  • Provide data support for regular & ad-hoc reporting

CRM Program & KPI
  • Support the management of clienteling programs- GROW with CD100, Sales Force
  • Responsible for supporting the retail team in reaching their CRM outreach KPI
  • Be the subject matter expert on CRM program and Salesforce, to support/ troubleshoot related enquires and system use questions from retail teams
  • Provide regular communication to retail teams on the campaign information and updates.
  • Development of CRM tools to ensure robust and effective program

Performance Monitoring
  • Track, measure and maximize performance and effectiveness of CRM programs, to ensure maximum profitability.
  • Regular and detailed deep diving by store, events , client segments and other relevant metrics
  • Following performance results, suggest areas for improvement and proposed new clienteling tactics and actions

Client Appointments, Gifting & Experiences
  • Create customised and tiered gifting & experiences that continuously surprise and delight clients with creativity and innovation, while ensuring an uncompromising high standards of luxury
  • Collaborate with retail team for top client & initiative specific gifting and experiences, to drive client engagement and sales conversion.
  • Create tailored opportunities to drive sales through consistent and highly productive in-store private appointments
  • Align with regional and retail team on CRM gifting strategy and gift ordering
  • Manage the CRM gift inventory and hospitality orders for stores and events

Other Support
  • Monitoring market trends and providing regular competitor feedback
  • Manage Email marketing scheduling and messaging
  • Support any CRM initiatives driven locally or by Corporate

  • Min Degree in Marketing or Business Administration
  • Min 3 years of relevant experience in similar capacity or related field of work or lux retail
  • Excellent project planning and execution skills
  • Excellent time management and ability to multi-task
  • Proactive and meticulous with an eye for details
  • Data mining and analytical skills
  • Resourceful, efficient and effective
  • Able to work with multiple parties and independently
  • Retail centric and client oriented
  • Team player