Customer Relationship & Events Manager (APAC)

CRM & Events Manager (APAC)

Our client is an International luxury goods group with operations in the Asia Pacific Region.

They are seeking a CRM & Events Manager to create & develop CRM Strategy and Unique Customer Journey to support Business Needs.

Role Purpose

• Create & Develop CRM Strategy and Unique Customer Journey to support Business Needs
• Ensure Local CRM Strategies are in line with KPIs defined in line with HQ
• Enhance Customer Re-Activation & Recruitment and Loyalty towards Short Term and Long Term
Business Return
• Develop Interactive CRM Actions to strengthen Brand Visibility and enhance Client’s Loyalty
• Create Digital Strategies, Implementation and Management to support the Business (Retail &
Wholesale) & maximize Brand Exposure towards Dealers’ Communications Channels, gain visibility &
Drive Strong Sales
• Responsible to plan, co-ordinate and Execute all Results Driven Events in Hong Kong and Macau
(inclusive of Corporate, Press, Retail VIP, Dealer, Potential Clients)
• Scope – 90% Hong Kong and Macau, 10% Taiwan

Responsibilities

CRM Budget Management
• Budget Planning & Monitoring to ensure in maximizing results
• CRM Strategy Implementation
• Create and develop Strategic plan to re-activate, recruit and retain VIPs in order to reach Best ROI
• Implement Local CRM Activation to enhance Clients’ Loyalty
• Implementation of Monthly CRM Calendar in line with Products’ Availability
• Develop, implement and manage CRM promotional plans in line with product launches, with
innovative ideas, which surprise and delight clients to fully support Sales Target Achievement
• Client Database Management & Loyalty Program
• Analyze CRM Database to implement targeted Actions for specific clients’ insights
• Develop and Manage Customer Loyalty Program
• Implement, Plan and Execute CRM Activities (eDM, DM, MMS, Email) including all Triggers

CRC Call Centre Management
• Provide guidelines to CRC in terms of managing Customer Complaints, Enquiries via different
channels
• Events Organization, Management & Execution
• To organize Sales Driven Qualitative Event with impactful ROI respecting Corporate Guidelines
• Close Communication with Creative Agency to ensure Qualitative Event is planned and executed
• Venue Booking, Catering, Guest Invitations Handling, PLV, Gifts, Logistics & Security Arrangement
• Partnership Exploration
• To explore qualitative Partners to recruit Potential Clients (Malls, Luxury Brands, Hotels, Banks,etc)
• Close Communication and Collaboration with Retail Team
• Provide Strong support to Retail Team to ensure their KPIs are reached
• Monthly CRM Scorecard Update & Follow Up
• Arrange Monthly Boutique Visits (HKMO), Bi-Monthly Visit (TW)
• Prepare Training Content and Conduct Training to Retail Team, CRC and CRM In Charge
• Management of VIP Experience Trip & Manufacture Visit
• Digital Strategies
• Overall Digital Product Strategies creation, implementation & Management in line with Stock
arrival
• Digital Content Calendar Creation to be shared with Retail & Wholesale Team to support Sales
• Monitor Digital Performance & Customer Engagement
• Dealers’ Communications Channels, gain visibility & Drive Strong Sales
• Explore Strategic Opportunities & Visibilities towards Dealers’ Communications Channels to
increase exposure with target product focus in order to strengthen Sales Opportunities
• Prepare Monthly Digital Planning & Exposure Report towards strategies on gaining the best
visibility towards their Stock on Hand to create synergy between Product Vs Exposure
• Provide latest digital Opportunities and trends for best customers engagement
• Gifts Management
• Management of Gift Budget under S & D
• Implementation of Gifts Strategies at Retail & Wholesale level with Local CRM Activations to
ensure strong ROI

Special Project
• Implementation of Special Gifts for selective Festivities aiming at creating strong Brand Loyalty
(Mid- Autumn Festival, Chinese New Year)
• Brief and Liaise with Agency towards Company’s Project from Concept Development, Content
Creation, Sourcing, Sampling, Production to Final Product
• Consolidate follow up on ROI within the Asia Pacific Region
• Presentation Preparation & Reports
• Business Plan, Business Review, Monthly & Quarterly Reports Preparation
• Analyze & Consolidate Results towards CRM & Retail Events to create strong synergy
• Prepare all PO, Invoices, Administrative Responsibilities

Qualifications

1. Min 8-10 years’ experience in a CRM and events field (3 years managerial)
2. High level of CRM exposure (standalone role)
3. Exposure to working with HQ (as opposed to solely local market)
4. Event experience – hosting, organising, hands-on
5. Experienced in communicating to external markets – retail vendors and agencies
6. Experienced in working with top luxury brand