(Senior) CRM Manager - Ultra Luxury Retail

This iconic group focuses on delivering excellence to local clients and represents world re-known ultra-luxury brands in watches and jewelry, automotive, fashion, livings décor and art. As part of the ongoing journey to achieve even greater personalisation in communication, we are looking for an established and care-to-details CRM Manager to be the strategic lead for CRM for the whole country.



* Performance management:



• Conduct Mystery Shopper frequently.

• Set up and manage Tele-survey for examination of service quality.

• Set up and manage report hotlines for the group.



* CRM automation:



• Set up digital personalised automation responses for customer enqueries and complaints.

• In-charge of the group CRM app.



* General CRM duties:



• Lead CRM strategy for the whole group, recruit and set up CRM department.

• Reach out for meaningful collaborations to seek more benefits to group clients.

• Has rich culture in luxury lifestyle, great knowledge of luxury giftings, surprise and delights.

• Creative in hosting unforgettable memorable experiences and events for luxury clients.

• In-charge of Concierge team operation.

• Budget management for online and offline plans.

• Manage data capture, data analysis and customer journey analysis.

• Create programme to share understanding of the benefits of data capture with the sales team through egg training, regular communications, reports.

• Closely manage the development of large-scale data projects with a hands-on approach.