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CRM Manager

Tiffany & Co.
Hong Kong, Hong Kong
Closing date
10 Nov 2022

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Full Time

Job Details

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

  • 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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