Assistant Manager-CRM

Position

Position Overview

As a Assistant CRM Manager, you will play a pivotal role in transforming data insights into actionable strategies that refine clienteling and foster enduring relationships with our clients. This position will work closely with cross-functional teams including retail with a focused objective to operationalize data insights for enhanced client engagement, thereby increasing repeat purchase and augmenting the lifetime value of our clients.

Key Responsibilities

• Client Journey Optimization: Define and optimize the client’s welcome, conversion, and retention journeys to ensure a premium and consistent experience for all Tiffany clients.
• Data-Driven Client Engagement: Collaborate with data analysts and data scientists to engage the right clients, with the right product and content at the right time through the right channel, with enhancing personalization and relevancy, to ultimately deliver individualized and memorable experience to our clients.
• Training and Enablement: Clearly articulate data activation objectives and provide training to the retail team, store managers, and Client Advisors (CAs) to boost clienteling efficiency and effectiveness leveraging data, intelligence, and tools.
• Clienteling Product Development Support: Collaborate with the Clienteling Product Manager to design use cases for clienteling and drive the adoption of the WeCom clienteling APP in China.
• Co-Lead China Customer Data Platform: Act as the business product owner for the China Customer Data Platform, lead the use case design and prioritization that contributed the most business impact. As data activation expert, ensure data use cases are operationalized on CDP, CRM system and Marketing Automation for Clienteling and Social CRM.
• Cross-Functional Collaboration and external vendor management: Ensure alignment and integration of strategies with CRM, Retail, Omni, and IT departments to maintain global consistency while addressing local nuances and relevance. Engage with LVMH group to adopt best practices from LVMH Maisons globally and competitor strategies in the China market. Own relationships with vendors and ensure quality deliverables from external vendors to scale operations and maximize the value and output of these partnerships.

Skills & Qualifications

• Proven experience in data activation, CRM Operations, clienteling, or a related field within the luxury retail or related industries.
• Strong analytical skills, with an ability to translate data insights into actionable business strategies.
• Experience in vendor management, with a demonstrated ability to foster productive partnerships.
• Exceptional communication and articulation skills, capable of conveying complex concepts to a non-technical audience.
• Familiarity with data platforms, clienteling tools, CRM and Marketing Automation with an emphasis on practical application in a retail context.
• Collaborative mindset, with a proven track record of working effectively across functional teams.
• Fluency in English and Mandarin to cater to a diverse clientele and global business environment.