CRM Senior Specialist, South Asia Pacific

Since 1837, Tiffany & Co. has always been a company of great innovators who are constantly pushing the boundaries of what's possible with design and influencing style. We're proud to be trailblazers in the luxury retail world.

• Join Tiffany & Co. and be part of the largest luxury group in the world - LVMH!
• Are you passionate about CRM?
• Do you love making a difference

The CRM Senior Specialist will be a direct support to the HJ & Clienteling Manager, South Asia Pacific as well as the local CRM teams. Their mission will be to facilitate client-centric CRM activations for the South Asia Pacific region focusing on increasing new consumer recruitment and growing existing clients. The CRM Senior Specialist will be championing the coordination of the Tiffany & Co. database to provide actionable customer insights. They will suggest, test, and drive new clienteling tactics in the region to constantly renew and improve our CRM approach.

Responsibilities

Provide clienteling strategy, approaches and manage client development and acquisition initiatives.

• Provide reporting and analysis support using Business Objects as needed, according to on-going business context and needs, specifically insights into customer buying behavior to understand different behaviors by customer profile, segment, or product line
• Support in developing and managing strategies for attracting new clients
• Suggest implementation of new tactics to grow business from existing clients
• Regular monitoring of best practices sharing to support local customers' business contribution
• Assist the Manager in providing feedback to markets on trends, suggestions for improvement and reporting on best practices as they relate to business priorities
• Support in the understanding, setting up of benchmarks and then regular monitoring of loyalty and customer metrics
• Manage Customer data hygiene through collations and cleaning of data

Training

• Champion all clienteling efforts for the Region and instill the Sales team with the same passion
• Salesforce Super user role, advocating usage and supporting the region in training and troubleshooting
• Draft and regularly update CRM training presentations
• Deliver training presentations to retail / trade teams
• Conduct on-going training support and ad hoc coaching

Outreach campaign planning and analysis

• Support the full lifecycle of sales and marketing outreach initiatives (1:1 and M:1) across the marketing mix.
• Create and monitor client lists outreach initiatives and establishing KPI's
• Monthly follow-up of clienteling program sales/loyalty metrics performance; discussion/alignment on what's working well and the directions for next month market by market
• With Manager, partner with global team and market team on predictive analytic capabilities

Client Connection and Experiences

• Dissemination of Client Connection Guides, partnering local teams on client development strategies, techniques and development of in-store events and animations.
• Performance tracking and analysis across all projects
• Manage and monitor Clienteling Experience enhancements in all markets, ensuring high quality execution and maintenance.
• Monitor market trends and competitive activities on various client activity and experience topics

Regional Communication and Coordination

• Attend conference calls hosted by global team as required.
• Coordination of tools, roll-out of new sales tools and IT capabilities/features, presentations/follow-up
• Formalize best practice sharing of CRM/Clienteling subjects across the region.
• Report on competitive insights
• Manage and execute gifting programs and any special client projects as requested, such as client portfolios, statement jewelry valuation delivery programs, etc

Qualifications

• Bachelor degree of related discipline, 5 years related experience
• Experience and proven success in data analysis/business intelligence/or CRM field, with analytical, synthesis skills
• Strong communication, presentation and interpersonal skills
• Skills to plan and deliver results in a demanding environment
• Advanced skills on Microsoft Office software, especially E xcel and PowerPoint.
• Knowledge of Business Objects, Tableau, predictive analysis will be advantageous
• Proficient English skill in both written & spoken
• Ability to take ownership and mu l ti-task, good team player
• CRM experience in retail or luxury retail preferred