Senior CRM Executive

Position

Your Impact (Position Overview)

In this role, you will play an important part in supporting Customer Relationship Management (CRM) initiative by assisting in the development and strengthening customer loyalty and driving long-term retention through personalized, data-driven engagement. The role will be responsible for managing day-to-day CRM activities, including overseeing clienteling tools, member communications, campaigns management, and coordinating clienteling events.

You will work closely with the Retail, Marketing, IT, and Regional teams to deliver meaningful touchpoints across the customer journey — from new customers to loyal VIP clients. This is a great opportunity for individual who enjoys blending data insights with creative ideas to drive significant business results in the dynamic luxury beauty industry.

Job responsibilities

Your Mission (Main Responsibilities)

Loyalty Program Management

• Act as the primary person-in-charge for developing, implementing, and monitoring various loyalty campaigns, including Guerlain & You Loyalty Program, Top Client Rewards, and other personalized initiatives. Ensure a consistent and elevated loyalty experience across all customer touchpoints.
• Develop and implement customer lifecycle communication programs, to craft and deliver timely, relevant, and personalized messages across multiple channels to different customer segments at critical touchpoints.
• Track and report on the performance of loyalty programs and campaigns, identifying areas for optimization and growth.

Clienteling Events, Masterclasses, and Workshops

• Assist in the planning, coordination, and execution of impactful clienteling events, masterclasses, and workshops designed to enhance customer engagement and relationships.
• Work across functions for event coordination including vendors management, logistics support, timeline and other details. Lead event briefings for internal team and ground staff, ensuring close communication with all stakeholders leading up to events.
• Contribute to the analysis of event effectiveness, gathering feedback and proposing improvements for future initiatives.

Clienteling Application Management

• Provide first-line support for clienteling application Bee Gold App issues, escalating problems to relevant teams as needed.
• Collaborate effectively with local and regional teams to provide feedback, address user queries, and facilitate smooth usage across the frontline team.
• Brief new and existing local internal users, ensuring proficient and consistent use of the application.

CRM Data Maintenance and Insight

• Ensure the accuracy, completeness, and up-to-date status of CRM system data and member information.
• Collaborate closely with the IT team to identify and resolve data discrepancies, enhance system functionality, and ensure overall data quality and system health.
• Prepare regular CRM reports, conduct regular analysis of campaign performance, and provide actionable insights.

Profile

Your Competencies and Experience (Skillset Requirements)

• CRM Platform Proficiency: Hands-on experience with various CRM platforms including Salesforce, Tableau, Power BI, Adobe Campaign, and Clienteling tools.
• Data Analysis & Reporting: Strong analytical skills and proficiency in Excel or other reporting tools for data interpretation and insight generation.
• Loyalty Program Development & Management: Ability to develop, implement, and monitor loyalty programs and identify areas for optimization.
• Customer Lifecycle Communication Strategy: Developing and implementing customer lifecycle communication programs to deliver personalized messages across multiple channels.
• Event Planning & Execution: Assisting in the planning, coordination, and execution of clienteling events, masterclasses, and workshops, including vendor management and logistics.
• Collaboration & Communication Skills: Skill in collaborating effectively with cross-functional teams, strong verbal and written communication abilities for stakeholder engagement, team briefings, and clear reporting.
• Project Management: Proven ability to manage projects from conception to completion, ensuring timely delivery and effective coordination.
• Problem-Solving & Data-Driven Decision Making: Capacity to identify issues, resolve discrepancies, and use analytical insights to propose improvements and make informed decisions.
• Proactiveness & Initiative: Ability to anticipate market trends and customer needs, proactively identifying and implementing innovative CRM solutions to drive engagement and loyalty.
• Experience & Education: 3+ years of experience in CRM, customer loyalty program management, or related marketing roles, preferably in beauty, cosmetics, luxury retail, or fashion. Proven experience in the beauty or retail industry is highly preferred. Bachelor's degree in Marketing, Business Administration, or a related field is required. Candidate with less experience will be considered as CRM Executive.