Cartier_CRM Manager 卡地亞客戶關係管理經理

MAIN PURPOSE

Responsible for all client management strategies to elaborate and implement client engagement, data analysis and client services experience through establish customer relationship and impactful client journeys to meet to ensure the Maison’s client ambition and objectives are met and provide specific plans for driving successful client loyalty and develop potential clients. The chosen candidate will work closely with transversal functions to leverage the resources and collaborate with commercial/MCC/3rd party/vendors to optimize retail excellency in all aspects and to cultivate a long-term strategy for clients’ result. Meanwhile, also play a key contact window for data systems related projects planning, coordination, execution, and optimization.

KEY RESPONSIBILITIES

CRM Strategy

• Lead CRM data collection and build systematic data driven client insights and recommendations for client experience
• Plan GOAL program strategy and to implement to BTQ level to enhance strong clients relationship.
• Increase customer base including aggressively recruiting more new clients, strengthening bonding relationships of loyal clients, and drive further potential prospects.
• Client inviting strategy based on data analysis insights for international/local events
• Deliver pioneering client experiences through different CRM projects, client activities and client engagement to provide exceptional experiences.
• Work closely with BTQ to achieve the Maison’s CRM KPI and drive the business success
• Monitor CRM strategies and results to regularly share and review all implementation in regular basis

Budget Management

• Plan and manage CRS budget for Edition, Gifts programs in all occasions , Client experience initiatives treatments, design CRS activities for all network
• Budget tracking for all activations in monthly and LE basis
• Supervise all GOAL programs and HE programs’ planning and execution budget control and process

Client Engagement and Experience

• Build and review experiential touchpoints during seasonal events, animation and in-BTQ activations with clients programs to strengthen and improve client journey through diverse journey.
• Create inspiring moments for customer experience throughout the year with seasonal CRM programs,  gifting planning, special refreshment, in-BTQ treatments and conduct big scale annual client gathering for total Taiwan top clients
• Develop a strong client centric culture and to build client centric community with CRM ambassadors
• Implement and supervise client digital tool to strengthen the interactive client engagements initiatives
• Initiate and collaborate with BTQ and RTL team to implement client experiences strategies and personalization for strengthen retention rate and drive recruit new clients KPI
• Emailing campaign and post purchased exclusion and monitoring base on HQ instruction

• Identify ways to retain the existing pool of clients through different engagement programs

Data Intelligence

• Effectively to leverage the data insight for further usage and to target client segmentations strategy
• Build strong client data culture and to enhance the data intelligence community across all divisions
• Collaborate with diverse functions in all initiatives event basis and annual strategic planning to conduct client profile analysis and monthly CRM dashboard.

Manage and Collaborate with cross division and HQ and to lead the key projects when relevant

• Understand all network’s frontline challenges and to explore with the stores requests and to improve and supervise the total experience
• Set measurable of CRM related KPIs for all network and share best practices
• Supervise and manage for total company’s gift and edition planning and inventory management
• Lead the strategy project relative to local corporate programs to successfully drive clients’ high ssatisfaction
• Support and deploy HQ’s key implementations and initiatives for all clients’ engagements planning.

PROFILE
At least over 10 years working experience in CRM, Management and client marketing field.

• Minimum of a Bachelor’s Degree in Business, Management or similar field
• High performer in his/her current role and is responsible, reliable, energetic, self-motivated, and able to take initiative.
  Effective communication skills: have the ability to communicate both verbally and in writing
• Ability to handle stress well
• Ability to listen and pay attention to details
• Demonstrated strong interpersonal skills with a team player attitude
• Professional analytical skills
• Effective project manager with the ability to creatively solve problems
• Able to handle multiple tasks
• Proficient in Microsoft Office suite, SAP and data analytics skills.
• Minimum of X years of experience as an Engagement Manager
• Experience with project management
• Experience with building relationships with people at all levels
• Expert knowledge of the life cycle of engagement marketing
• Super verbal and written communication skills
• Highly developed attention to detail
• Strong organizational skills
• Ability to work in a fast-paced environment