CRM Manager, 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 High Jewelry?
• Do you love making a difference?

The CRM Regional Manager will report to the Client Relations & HJ Director, South Asia Pacific and work closely with the local CRM teams. His/her mission will be to deliver customer-centric CRM programs, tools and activations for the South Asia Pacific region focusing on increasing new consumer recruitment and growing existing clients. The CRM Regional Manager will be championing the coordination of the Tiffany & Co. database to provide actionable customer insights. He/She will suggest, test, and drive new clienteling tactics in the region to constantly renew and improve our CRM approach. He/she is a team player who is results-oriented and has a positive, can-do attitude as we set up workflows with market and corporate team partners. He/she must be proactive, have a sound understanding of South Asia Pacific markets and is able to deliver CRM programs that works for the retail team in the region.​

Responsibilities

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

• Creation and execution of regional clienteling strategy, plan and tools based on global strategy and local needs.
• Champion in-market understanding, adaptation, and roll-out of new/existing tools, data, training, and programs across retail stores and remote selling.
• Deliver the development and management of strategies for attracting new clients.
• Drive client development, lifecycle planning and new clienteling tactics to grow business from existing clients.
• Strong collaboration with Retail Excellence team to create synergies and workflows focused on retail centricity.
• Provide reporting and analysis 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.
• Leverage on Global analysis and recommendations to inform actions.
• Setting up of CRM benchmarks and then regular monitoring of loyalty and customer metrics.
• Manage Customer data hygiene through collations and cleaning of data.

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
• Execute local outreach triggers with measurement and optimization (incl local vendor management)​
• 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
• Partner with global team and market team on predictive analytic capabilities

Training

• Champion all clienteling efforts for the Region and instill the Sales team with the same passion.
• Super user role for all sales tools, 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.

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.
• Regional 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.
• Regular monitoring of best practices sharing and competitive insight
• Manage and execute gifting programs and any special client projects as requested, such as client portfolios, statement jewelry valuation delivery programs, etc

Qualifications

• 5-7 years related experience
• Bachelor degree of related discipline
• 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 Excel and PowerPoint.
• Knowledge of Business Objects, Tableau, predictive analysis will be advantageous
• Proficient English skill in both written & spoken
• Ability to take ownership and multi-task, good team player
• CRM experience in retail or luxury retail, financial services, loyalty consultancy or banking sectors preferred
• Familiar with Fashion or luxury brands retail environment