crm manager岗位职责

Title: CRM Manager
Location: Shanghai
Reports to China Marketing & Communication Associate Director
TEAM MEMBER: CRM Supervis
INTERFACES: Commercial team, Marketing peers Global CRM team, RIC Digital team, RIC IT team
MAJRESPONSIBILITIES:
1. Database management: ensure existing CRM database is well maintained
2. Reporting: support China, Regional Global teams in terms of CRM VIP reporting needs, including standard monthly KPI reporting
3. Work with the Retail team to ensure that boutiques have appropriate CRM database management capabilities, including databased build up maintenance.
4. Support Retail team fbrdriven activations/Essential Moment VIP recruitment hospitality management, etc.
5. Coordinate with Wholesale team to support the transfer of Retail CRM capability as appropriate
6. Provide data mining, intelligence segmentation insights, including working with 3rd party agencies as appropriate. Work closely with Marketing peers to ensure that customer insights segmentation are incorporated marketing campaign planning. Assist in the measurement of Maison campaigns by interfacing with the 3rd party data analytics agency
7. GWP other VIP yearly reward: plan the development & utilization of GWP other rewards fmulti usages.
8. Work with Retail team to ensure that CRM data collection storage meets Richemont Group compliance standards
9. Liaison with Richemont Group other Maisons to identify new opportunities in optimizing data collection, database integration (e.g., with social data, customer service, eCommerce) support to enhance precise marketing.
QUALIFICATIONS:
• University degree
• At least 10 years’ experience in specific knowledge area
• Luxury market experience is preferred but not an absolute requirement
• Business-savvy with a track record of identifying growth opportunities through data insights, retention strategies, revenue uplift.
• Skilled in designing integrated acquisition strategies that align social media campaigns with CRM nurturing workflows, enhancing lead-to-customer conversion rates.
• Mix of analytical, client management service mindset
• High emotional EQ in working with multiple internal external stakeholders
• Excellent communication skills
• Good commofal written English in a professional setting
• Personable able to communicate the Maison spirit to internal external parties, including VIPs

岗位职责1 制定短期/长期客户关系管理战略，制定相关客户关系管理计划，包括潜在客户生成和管理、客户保留、推荐和忠诚度计划2 与奢侈品相关公司合作开发相关的互动内容和项目，以支持与目标消费者的品牌沟通/互动3 维护客户数据库,对数据库进行行为分析,客户消费生命周期分析,增加客户粘性任职要求 1 有一定的品牌资源 2 具备数据分析能力3 以服务为导向的谈判技巧4 拥有奢侈品市场营销，奢华酒店或咨询经验5 需要有创新精神，乐于为宾客探索卓越的定制体验6 有独立的工作风格和良好的审美能力，善于沟通且富有同理心

Main purpose of Job：
• Build up manage NPP CRM system to recruit brusers cross online & offline touch points that was aligned with MKT CDT during different consumer/shopper touch points
• Set up B2B2C CRM system to empower offline store sales through advanced nutrition content education incentive motivation both to B store owners consumer purchase
• Drive brsales via CRM system through defined potential platform, incl. platform D2C model set up, brcommunication strategy adaptation in platform, content development, as well as platform operation strategy to recruit drive retention of brusers on CRM sales conversion
• Develop brCRM incentive model & mechanism, include consumer recruitment retention journey, MOT strategy, as well as CRM benefit mechanism to continuously increasing bruser retention, esp. fProPlan.
• Build up CRM consumer data fconsumer behavianalysis
Key Responsibilities:
Consumer Journey Mapping:
• an exhaustive "online" "offline" touchpoint maps of target consumers channels
• be customer-centric in designing executing end-to-end consumer journey from recruit to retention
• conduct channels analysis: gather trade insights, capture report on priority channels challenges opportunities
BrMember CRM
• Integrate CRM program with online communication offline channels to maximize brmember recruitment
• Leverage online & offline shopper activities touch points fconsumer recruitment approach design
• Explore external partnerships resources to increase pet user recruitment
Member Conversion & Sales
• Build loyalty retention mechanism, implement member activation campaigns to drive member conversion on eCommerce offline pet channels
• Customer lifecycle management & marketing automation to increase Consumer Lifetime Value improve ROI
CRM System & Data Management
• Manage CRM system development, including loyalty program, consumer tagging & segmentation
• Member analysis drive insight action via Provide domain group management with different content/media approach/ mechanism.
CRM D2C sales development
• Work with agency to develop D2C business growth plan, include media plan & investment, content development sales conversion, be full responsible fD2C model P&L
Key responsibilities
• 5+ years CRM experience, preferably in retail & FMCG industries
• Experience in pet infant nutrition area is a plus
• Strong marketing background solid knowledge of digital space
• Proven track record in delivering member growth & sales contribution results
• Ability to translate business objectives executionary initiatives workplans
• Strong stakeholder management, communication & presentation skills
• Ability to analyze, interpret react to real time trends data
• Project management skills ability to lead manage cross-functional teams
• Fast learning result-driven, can quickly adapt to fast-paced work environment
• Fluent in written spoken English