Key responsibilities
61 CRM Strategy and Execution
o Strategy Development: Create and implement a tailored China CRM strategy driving customer recruitment and retention.
o Sales Growth: Collaborate with Retail team to drive sales and loyalty among both new and existing customers, ensuring effective boutique action planning and ROI management.
o Partnership Development: Identify and nurture partnerships and programs that facilitate customer acquisition across various sectors (e.g., landlords, malls, brands, HNWIs) and drive traffic from online to offline channels.
61 Customer Communications
o Develop and execute a targeted communication plan for different target groups, focusing on targeting, messaging and ongoing analysis for continuous improvement.
o Responsible for all customer communications: Retail, E-commerce and all our channels (1:1, WeChat, SMS, in-app notifications, etc.)
61 Customer Events
o Event organization: Organize and coordinate CRM events in-store, collaborating closely with Retail, Marketing, and Operations teams.
o VIP Management: Manage guest lists, invitations, and RSVPs for customer events.
o Performance Analysis: Provide event performance analysis and review.
61 VIP gifting
o Gifting Strategy: Lead the VIP gifting program in China, encompassing gift development, ordering, and distribution coordination across the network.
o Performance Review: Analyze and review the effectiveness of gifting initiatives.
61 WeChat mini-program (CRM & E-commerce)
o Promotion and Advertising: Manage digital advertising for the WeChat mini-program, aiming to achieve business targets and enhance Baccarat's brand image.
o Development: Develop CRM features and initiatives on the mini-program to boost customer loyalty and expand the member base.
o Project mangement: Serve as the primary contact for the operator on non-operational matters.
61 CRM database and analysis
o Database Management: Ensure the accuracy and quality of the local customer database, increasing the contact base and monitoring KPI