Client Insight Manager

JOB MISSION
The Client Insight Manager is the data guru in Fashion Marketing team. He/she is responsible for harnessing client data and market intelligence to inform business strategies, drive client engagement, and optimize the customer journey. This role combines analytical expertise with a deep understanding of Fashion clients, supporting Marketing & VIC, Merchandising, as well as Retail teams with actionable insights and recommendations.

Key Responsibilities & Accountabilities
Client Insights & Analytics

• Gather & analyze data from various touchpoints (retail transactions, event, CRM system, campaign result) to identify trends, preferences, and opportunities
• Communicate findings in a clear, compelling manner to both technical and non-technical audiences
• Translate findings into clear & concise insight, and formulate action plans to further address Brand objectives
• Work with Merchandising team and develop "client x product" deepdive intelligence to aid strategic decision-making

Reporting, Target-setting & Lists

• Set, track, and review CEM/VIC KPI based on both business objectives & each boutique's OBOS strategy
• Prepare, update, and consolidate various client reports (i.e., spending, segmentation by boutique)
• Provides specific client target lists to drive CEM/VIC KPI achievement
• Assist Marketing & VIC team on setting up event KPI, ROI, and invitation list

Client Data Stewardship

• Ensure the accuracy, completeness, and reliability of all client data collected across retail, digital, and event touchpoints
• Develop and implement processes for regular data cleansing, de-duplication, and enrichment to maintain a high-quality client database
• Establish clear guidelines for data access, sharing, and retention, ensuring sensitive information is protected and only used for legitimate business purposes
• Partner with regional teams to improve client labeling and segmentation processes, including enhancing FA attachment rules and related criteria
• Serve as the main liaison for the Pioneer project, working with both regional and global teams on BAU data governance activities, offering feedback, and performing tests for future enhancements

Voice of Client (CSS)

• Main contact for CSS
• Monitor and interpret client feedback, NPS scores, and other satisfaction metrics

KEY INTERACTIONS
Internal

• FAS VIC, Merchandising & Retail team
• TDS
• FAS Regional Client team

External

• CRM/Data analytics tools service providers

Qualifications
Academic / Professional Qualifications

• Bachelor's or Master's degree in Business, Marketing, Data Analytics, or related field

Work Experience

• 7+ years of experience in client insights, data analytics, or consumer research, preferably in luxury retail or fashion
• Expert-level skills in Excel, such as using pivot tables and creating complex formulas
• Hands-on experience with CRM systems, particularly Salesforce
• Proficiency in BI and data visualization tools, such as QlikView, Power BI, or Tableau; ability to design and publish dashboards preferred.
• Solid working knowledge of SQL for querying and manipulating large datasets; experience with Databricks or similar cloud-based data analytics platforms is a plus
• Deep understanding of luxury fashion client expectations and market dynamics
• Experience with market research and survey tools is preferred

Required Competencies

• Ability to translate hard skills and technical knowledge into layman's terms
• Excellent communication and presentation abilities
• Comfortable at navigating in uncertainty and ambiguous situations
• Creative and able to think out of the box, with keen interest in learning and a strong sense of curiosity
• Flexible in handling ad hoc tasks with solution-driven mindset
• Self-motivated and independent but also a good team player
• Comfortable to work under pressure and multi-task under constantly evolving circumstances
• Solid grasps of both Chinese and English (spoken/written)