CRM & Client Insights Manager, South Asia Pacific

Position

The name Tiffany & Co. instills images of Beauty, Romance and the iconic Blue Box. It is a Symbol of Excellence. Since 1837, the masterpieces of Tiffany & Co. have defined style and celebrated the world’s great love stories.

• Join Tiffany & Co. and be part of the largest luxury group in the world - LVMH!
• Do you love making a difference?

The CRM & Client Insights Manager will report to the Omnichannel Director, South Asia Pacific and work closely with the local and Global teams. His/her mission will be to deliver client-centric CRM programs, tools and activations for the South Asia Pacific region focusing on increasing new client recruitment and growing the loyalty of existing ones. The CRM & Client Insights Regional Manager will be championing the coordination of the Tiffany & Co. database to provide actionable client insights and data-driven client strategies in the region. He/She will suggest, test, and drive new clienteling tactics in the region to constantly renew and improve our CRM approach and data culture
The individual will build out and execute the region’s client analysis requirements, reports/dashboards, KPIs monitoring, outreach program planning/execution, support/performance monitoring.  
He/she is a team player who is results-oriented and has a positive, can-do attitude as we set up workflows with market and corporate team partners. He/she must be proactive, have a sound understanding of South Asia Pacific markets and is able to deliver CRM programs that works for the retail team and successful Emailing campaigns in the region.
 

Responsibilities

Client and CRM strategy

• Lead client analytics, defining behavioral insights, and acquisition/retention strategies. based on global strategy and local needs.
• Champion in-market understanding, adaptation, and roll-out of new/existing tools, data, training, and programs across retail stores and remote selling.
• Provide strategic insights, segmentation, and support to enhance in-store actions and Clienteling routines.
• Own all client and CRM business intelligence (BI), establishing dashboards and driving consistent reporting. 
• Strong collaboration with Retail Excellence team to create synergies and workflows focused on retail centricity.
• Provide reporting and analysis as needed, according to on-going business context and needs, specifically insights into client buying behavior to understand different behaviors by client profile, segment, or product line.
• Leverage on Global analysis and recommendations to inform actions.
• Coordinate projects to support local specificities and events (Line CRM binding, data collection during pop-up or exhibition...)
• Supervise Client data hygiene through collations and cleaning of data.

CRM Campaigns Planning and Analysis

• Support the full lifecycle of sales and marketing outreach initiatives (1:1 and 1:M) across the marketing mix.
• Execute the global CRM strategy, encompassing segmentation logic, audience frameworks, and omnichannel personalization.
• Create and monitor client lists outreach initiatives and establishing KPI’s.
• Follow-up of clienteling program sales/loyalty metrics performance; discussion/alignment on what’s working well and the directions for next month market by market.
• Plan and coordinate Global campaigns for Email, SMS, and push notifications.
• Develop relevant regional/ local 1:1 and 1:M campaigns.
• Partner with global team and market teams.

Training

• Super user role for all sales tools, advocating usage and supporting the region in training and troubleshooting.
• Draft and regularly update CRM training presentations.
• Deliver training presentations to retail / trade teams.
• Conduct on-going training support and ad hoc coaching.

Regional Communication and Coordination

• Attend conference calls hosted by global team as required.
• Regional coordination of tools, roll-out of new sales tools and IT capabilities/features, presentations/follow-up
• Formalize best practice sharing of CRM/Clienteling subjects across the region. 
• Regular monitoring of best practices sharing and competitive insight 

 

Qualifications

• 5-7 years related retail CRM and omni-channel experience 
• Project management skills and experience in CRM / relevant system functionality development projects 
• Experience in developing long-term strategic plans while managing to short term sales and budget targets
• Strong analytical skills
• Data driven with an expertise in Sales Force, Power BI and Excel, SQL
• Knowledge of data privacy regulations
• Strong business judgment and analytical thinking, turning insights into prioritized business action while fostering innovation in a fast-moving space
• Experience forming strong cross-functional relationships with business partners in a global matrix organization
• Strong sense of responsibility to be flexible for collaboration with different time zones and immediate handling of critical issues when required  
• Strong communication skills

Preferred

• Experience within the luxury retail environment