Regional Clienteling Manager - FRED

Position

This role leads client development strategy across Asia Pacific, with responsibility for client segmentation, engagement planning, budget ownership, and performance tracking. The position also supports high-value client recruitment, oversees client experience initiatives, and drives service excellence as part of a broader client retention and loyalty agenda.

Job responsibilities

1. Regional CRM & Strategy Deployment

• Adapt global client development and clienteling strategies to regional market needs and maturity.
• Define annual objectives and strategic KPIs (including NPS) across markets and boutiques.
• Participate in the design and execution of regional CRM campaigns (one-to-many and one-to-one) aligned with Maison segmentation.
• Ensure accuracy, compliance, and effective database management across the region.

2. Client Activation & Boutique Support

• Create and oversee personalized client activation plans per boutique based on local insights and customer segmentation.
• Co-manage local events and VIC treatments in partnership with the Communication & Brand and Client teams.
• Develop sales support tools, training materials, and guidelines to empower in-store teams in cultivating quality client relationships.
• Ensure effective deployment and adoption of regional clienteling tools.

3. Partnerships & Client Acquisition

• Own and lead external client acquisition partnerships with shopping mall CRM departments, premium financial institutions, card partners, private clubs, and group sister brands, with a priority focus on Hong Kong.
• Track performance and ROI of retail marketing and external acquisition initiatives.
• Act as a key bridge between boutiques and external partners to translate partnership opportunities into concrete business outcomes.
• Analyze local demographics, tourist profiles, and client psychographics to optimize activation plans.

4. High-Value Client Recruitment & Support

• Support boutiques in identifying, engaging, and developing high-value and High Jewelry clients.
• Plan high-touch client journeys and personalized moments reflecting Maison standards.
• Represent the Maison directly during selected high-value client moments, escalations, or strategic engagements.
• Ensure seamless CRM capture and boutique handover for newly acquired high-value clients.

5. Data Analysis, Reporting & Cross-Functional Collaboration

• Define, monitor, and analyze performance KPIs and manage incentive links at boutique, market, and regional levels.
• Leverage predictive analytics and customer data to guide targeting, personalization, and customer profiles.
• Deliver regular reports and strategic business reviews to leadership with actionable recommendations.
• Partner closely with Client/Omnichannel, Retail Excellence, Marketing & Communication, and IT teams at local and HQ levels to ensure consistent execution.

Profile

• Education & Language

  • Bachelor’s degree or above.
  • Fluent in English, Cantonese, and Mandarin, with strong written English and Chinese.
    
    

  Experience & Know-How

  • 5–7 years of managerial experience in clienteling, ideally within the luxury sector (fashion, jewelry, beauty) in a regional context.
  • Proven experience in project management and retail community animation.
  • Direct in-boutique experience is highly valued.
    
    

  Technical & Management Skills

  • Proficiency in CRM, clienteling, and data analysis tools (Salesforce, Power BI etc.).
  • Strong analytical skills to translate complex data into actionable strategic insights.
  • Commercial acumen with demonstrated experience in budget management and ROI-driven decision-making.
  • Strong understanding of the Hong Kong luxury retail ecosystem (shopping mall networks, landlord-driven opportunities, and premium client acquisition channels).
    
    

  Personal & Interpersonal Skills

  • Demonstrated leadership, influence, and cross-functional collaboration across multicultural teams.
  • Excellent communication, presentation, and storytelling skills.
  • Client-oriented, entrepreneurial, and proactive mindset.
  • Comfortable acting as a client-facing brand representative for high-value clients; existing UHNWI network or relevant partner/agency experience is an advantage.
  • Regional mindset with the ability to work across OAPAC markets.