主要职责：
负责开发和实施客户关系管理开拓和保留策略，维护忠诚度和细分计划，发展和维护与客户的战略业务关系，以提升组织意识和盈利业务。定期审查和报告客户保留、商业机会和市场趋势。维护与高价值客户的关系。

岗位职责：
1、管理客户数据库
- 确保我们收集的数据符合国际法规，得到安全保护，并能够满足我们的业务需求
- 通过适当的流程审查和数据清洗行动确保获得的数据质量
- 确保客户资料数据的有效集中化，实现全渠道概念。

2、客户沟通的适当性、相关性和效率
- 管理客户沟通活动。定义响应捕获工具和KPI。协调客户忠诚度计划成员的沟通与现有的电子邮件通讯计划；
- 定义个性化沟通的适当模板，并确保生产适当的沟通副本；
- 优化和确保沟通信息的传递。确保我们能够衡量我们的所有行动；
- 确保所有渠道的响应一致性；

3、客户忠诚度和保留
- 制定并确保忠诚度计划规则的可见性和清晰性；正式化计划规则和内容并发布，以便所有人，包括客户和零售人员都能访问；
- 实施行动以提高忠诚度。当客户升级到更高级别时奖励客户，并在客户失去忠诚度时重新吸引客户；
- 设置行动以触发频率增加（预告片，接近VIP状态获取的忠诚度成员）；
- 在适当的预算内监控奖励和礼品；

4、分析、测量和理解跨多个渠道的客户行为
- 通过监控CRM数据工具和商业智能工具，通过数据和反馈了解客户行为。以一种能够促进业务增长的方式对客户数据库进行细分，并识别失去/获得忠诚度的客户群体；
- 正式化客户洞察并与相关部门分享相关反馈。定期起草推荐的CRM行动计划并与管理层分享发现；
- 支持团队领导制定和实施CRM策略、激励计划、VIP保留和重新激活计划；
- 确保零售部门获得适当的数据；

岗位要求：
岗位要求：
1、大学本科及以上学历，电子商务等相关专业
2、英语、普通话流利，能够作为工作语言（需与海内外部门及供应商沟通）
3、6年及以上CRM经验，对奢侈零售品有良好的理解
4、负责过中国香港或新加坡地区的CRM工作
5、优秀的方案及演示、数据统计、分析汇报能力
6、优秀的沟通和人际交往能力，工作积极热情、充满活力
7、以客户为中心，并以行动和结果为导向、能够在压力下工作
8、高度责任心、注重细节，具有团队精神、激励他人


Main Purpose:
The purpose of this role is to be accountable for development and implementation of customer relationship management expansion and retention strategies, maintaining loyalty and segmentation programs, developing and maintaining the strategic business relationships with customers to promote organization awareness and profitable business. Regularly reviewing and reporting on customer retention, business opportunity, and market trends. Maintaining relationships with high value clients.

Main Responsibilities：
1. Managing Customer’s Database
- Ensuring our collection of data is compliant with international regulation, securely protected and could feed our business needs
- Ensuring quality of acquired data through the appropriate process review and data cleansing actions
- Ensuring effective centralization of data around customer profiles. Making the Omni-channel concept a reality

2. Customer Communication Appropriateness, Relevancy and Efficiency
- Managing customer communication campaigns. Defining response capture tools and KPIs. Coordinating Loyalty program member’s communication with the existing E-newsletters plan
- Defining appropriate templates for personalized communication and ensure the production of the appropriate communication copy
- Optimizing and securing delivery of communication messages. Ensuring we can measure all our actions
- Ensuring consistency of responses across all channels
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3. Customer Loyalty and Retention
- Making and ensuring Loyalty Program rules visible and clear; formalizing program rules and content and published to be accessible by everyone, including customers and retail staff
- Implementing actions to drive loyalty up. Rewarding customers when moving to an upper segment and re-engage customers when losing loyalty
- Setting actions to trigger frequency up (teasers, loyalty members close to VIP status acquisition)
- Monitoring reward and gifts within the appropriate budget.

4. Analyzing, Measuring and Understanding Customer Behaviour across Multiple Channels
- Understanding customer behaviour through data and feedbacks by monitoring CRM data tools and Business Intelligence tools. Segmenting customer database in a way it is used to grow our business, and identify group of customers loosing/ gaining loyalty
- Formalizing customer insight and share relevant feedbacks with appropriate departments Drafting recommended CRM action plans on a regular basis and share the findings with the management
- Supporting team leader to devise and implement CRM strategies, incentive scheme, VIP retention and reactivation program
- Ensuring Retail Department gets appropriate data

Qualification：
1、 Bachelor's degree or above, majoring in E-commerce or related fields.
2、 Fluent in English and Mandarin, capable of using them as working languages (communication with domestic and overseas departments and suppliers is required).
3、 Over 6 years of CRM experience with good understanding in retail luxury sector.
4、 Have been responsible for the CRM in HK or Singapore.
5、 Excellent skills in planning and presentation, numerical and statistical, and analytical reporting.
6、 Excellent communication and interpersonal skills, with a proactive and enthusiastic approach to work, full of vitality.
7、 Customer focused, action and result-oriented, able to work under pressure.
8、 Responsible, attention to detail, team spirit, and to motivate others.