CRM Manager

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