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 KPIs in collaboration with Retail. o Data Analysis: Analyze customer data to produce insightful reports detailing customer profiles and behaviors. o Actionable Insights: Provide new strategic actions based on comprehensive data analysis and insights. 61 Clienteling o WeCom Development: Responsible for the development of the WeCom clienteling tool for all stores in China, in collaboration with our agency. o Training and Support: Provide CRM management training and ongoing support to Retail teams. o Performance Monitoring: Monitor and be accountable for the usage and follow-up by Retail teams with clear KPIs on data collection and sales. 61 Customer service o Establish unified customer service standards (online and offline), including best practices for handling complaints and responding to guest inquiries.Other ad hoc assignments 61 Other ad hoc asignements
Core competencies
5+ years of experience in CRM and customer experience management. Experience in the luxury industry is preferred. Bachelor’s degree or above. Must possess a customer-*** mindset and be passionate about customer satisfaction Excellent communication and presentation skills, with excellent fluency in spoken and written English and Chinese Tenacious and collaborative team player with a positive can-do attitude Ability to organize, set priorities and manage multiple projects on tight deadlines. Strong organizational and project management skills High flexibility and creative with a hands-on approach Ability to translate customer insights into actional strategies across the network Excellent problem solver.
