Dubai, United Arab Emirates
MAIN PURPOSE

The CRM Manager is responsible for the implementation and optimization of the customer database, highlighting the key touch points for the customer journey and defining the key marketing activities to improve customer experience whilst providing and understanding comprehensive reports to analyze the customer journey.

KEY RESPONSIBILITIES

Within CRM, the key responsibilities revolve around appropriate data collection and database management, customer intelligence, analysis of customer journey defining appropriate customer communications, working with external agencies for analytics and segmentation, and other operational support such as VIP rewards planning.

  • Database management: ensure existing CRM database is well maintained
  • Reporting: support China, Regional and Global teams in terms of CRM and VIP reporting needs including standard monthly KPI reporting
  • CRM capability: work with the Retail management and Training teams to ensure that boutiques have appropriate CRM and database management capabilities, including databased build up and maintenance
  • Wholesale support: coordinate with the Wholesale team to support the transfer of Retail CRM capability as appropriate
  • Lead innovation by identifying, circulating, implementing industry best practices/methodologies for client centricity transformation as part of overall Customer Experience strategy
  • Provide data mining, intelligence and segmentation insights, including working with 3rd party agencies as appropriate
  • Partner with Marketing to ensure that customer insights and segmentation are incorporated into marketing campaign planning
  • Assist in the measurement of select Maison campaigns by interfacing with the 3rd party data analytics agency
  • GWP and other VIP yearly reward: work with Marketing to plan the development and utilization of GWP and other rewards for VIPs (GWP sourcing is led by trade marketing team)
  • Work with the appropriate person within Maison Retail team to ensure that CRM data collection and storage meets Richemont Group compliance standards
  • Liaising with Richemont Group and other Maisons to identify new opportunities in optimizing data collection and database integration (e.g., with social data, customer service, and eCommerce)
JOB PROFILE

Education:

  • Postgraduate degree in Business Administration, International Management or similar
Required Experience:

  • +5 years of experience in CRM / Direct Marketing / Database Marketing
  • Luxury market experience is preferred but not an absolute requirement
  • Proven track record in managing complex projects with a variety of stakeholders (Marketing, Retail, E-Commerce, IT & BI, creative agencies)
Technical Skills / Abilities:

  • Preferable experience in Salesforce (Service Cloud & Marketing Cloud)
  • Client centric mindset with a profound understanding of CRM systems & processes as well as data and client insights analysis
  • Ability to connect with people easily
  • Advanced knowledge of Excel & PowerPoint)
Language Skills:

  • Fluent in English (written and spoken)
  • Arabic and French is an advantage
Personal Skills:

The successful candidate will have the following personal qualities:
  • Strong organization and prioritisation skills in a fast-paced and demanding environment with a hands-on mentality
  • Excellent communication and analytical skills
  • Presentable & client oriented, especially towards VIP
  • Focused, target oriented, & organized
  • Ability to multi task and work in a fast pace environment
  • Operational skills and β€œhands-on” mentality
  • Easy to move inside region – traveling