Assistant CRM Manager

Recruiter
PVH
Location
Hong Kong, Hong Kong
Posted
17 Nov 2022
Closes
01 Jan 2023
Ref
PVH1USR35196WDINTERNALENGLOBALEXTERNAL
Function
Marketing
Hours
Full Time
POSITION SUMMARY:
  • Coordination & implementation of CRM Program
  • CRM Database Management
  • Coordination & implementation of Omni-channel program
  • CRM data analysis and reporting


PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:

Coordination & implementation of CRM Program
  • Collaborate with all cross-functions including Marketing, Retail, E-com to develop and realize CRM goals and initiatives
  • 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 new customer acquisition, engagement, retention and reactivations of lapsed customers
  • Implement and manage Loyalty and Top VIP program initiatives


CRM Database Management
  • Monitor digital data collection process and ensure data accuracy and integrity
  • Ability to work with CRM tools i.e. ORCE, TABLEAU, SFMC and dashboards
  • Work with local retail teams and stores to ensure the quality and quantity of customer information gathered
  • Act as a gatekeeper of data privacy and ensure all staff follows the data privacy guideline and customer information is well protected
  • Monitor data feeds from marketing campaigns
  • Assist stores on trouble-shooting all CRM related issues


Coordination & implementation of Omni-channel program
  • Assist with launch and enhancement of omni-channel program including digital sign-up, loyalty program, etc.
  • Monitor and evaluate the impact of different channels


Reports & Analysis
  • Provide regular reports and metrics to key stakeholders as well as retail stores to evaluate program performance and customer purchase behavior
  • Prepare strategic plan based on client segmentation and market analysis
  • Deeper dive in data crunching in order to present the insights and recommendations to management


Project Management
  • Work with Regional CRM team on regular enhancement of CRM systems, maintenance and provide training to retail staff
  • Work with LINE content development partners on monthly creative content and interactive programs to acquire new followers and increase customer conversion rate
  • Support marketing-led in-store activities: new season / special holidays / ad hoc initiatives
  • Develop and foster local strategic partnerships in line with Company's vision


Other
  • 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 materials


KEY COMPETENCIES:

COMMUNICATION: Ability to communicate clearly and effectively to diverse audiences professionally. Delivers clear messages and ensures understanding. Uses effective listening skills.

COLLABORATION &TEAMWORK: Working effectively and cooperatively with others to move the team toward the completion of goals; establishing and maintaining good working relationships.

ORGANIZING: Works according to defined schedules and deadlines; takes direction well and able to work with high accountability; manages own work and tracks progress. Pro-active and seeks out resources to get things done; able to multi-task and adapt to changing priorities.

ENVIRONMENT: Ability to work in fast-paced and dynamic environment, team-oriented setting.