CRM Manager

  • Company: Parfums Christian Dior Hong Kong
  • Location: Hong Kong
  • Business group: Perfumes & Cosmetics
  • Contract type: Permanent Job
  • Function: Marketing
  • Experience required: Minimum 5 years
  • Reference No.: PCD16140
  • Date of publication: 2019.06.24

Position

Position Overview :

  • Develop strategy to sustain and further develop local business through deducing insights from customer profile and business analysis, propose and implement action, on-going monitoring and post campaign analysis.
  • Management of Dior Customer Loyalty Program, including budget management, gift ordering & allocation strategy, and innovation CRM rewards initiation.

 

Main Responsibilities:

 

MEMBERSHIP PROGRAM MANAGEMENT

  • To define the annual CRM strategy and action plan in line with local marketing strategy and global guideline.
  • To plan budget spending based on the action plan.
  • To manage and monitor annual budget spending according to planned monthly phrasing.
  • Stock management for the membership gifts
  • To work closely with Product Managers on supporting product launches, including business data analysis, plan & execute members communication and report preparation.
  • To organize customer event, activity and exclusive rewards to nurture the loyalty of Dior members

 

BUSINESS DATA ANALYSIS

  • To consolidate and analyze consumer data (both quantitative and qualitative) to derive business indication and provide related action plan to deliver CRM objectives
  • To monitor the evolution of Dior consumer profile for target setting and improvement of quality of program.
  • To communicate with MIS department and regional marketing team to make sure full utilization of all tools available to manage consumer data.

 

COMMUNICATION AND REPORTING

  • To provide regular and comprehensive reports on Consumer Relationship Management data to enhance the overall effectiveness of loyal consumers program.
  • Active communication to multi-functions and BC team to ensure they are well-aware of the CRM operational workflow.
  • Prompt action towards potential consumer complaint to minimize potential risk to business.

Profile

Profiles:

  • University graduate
  • Minimum 6 years of relevant experience in Customer Relationship and digital capacity, preferred with exposure to international brands / beauty industry.
  • Computer Literacy (Excel, Words, Power Point)
  • Proficient in both spoken and written English and Cantonese.
  • Strong analytical ability with strategic thinking.
  • Positive with integrity and detail-oriented.
  • Team player with excellent interpersonal and communication skills
  • Good planning and organizing skills with drive for results, problem solving and action-oriented
  • Have understanding of consumer behaviors in beauty industry, luxury products or higher segment consumer goods
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Perfumes & Cosmetics

A major player in the perfumes, make-up and skincare markets, the Perfumes & Cosmetics division groups together major historic Houses as well as young brands with strong potential.

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