Regional CRM Manager
Parfums Christian Dior Far East
Hong Kong


The Regional CRM Manager leads Asia Pacific markets to develop CRM strategy and manages customer communication plans through omni-channel strategy.

Lead markets to excel in CRM

  • Work with markets to define customer communication strategies
  • Work with Central team and IT to study opportunities to expand communication channels
  • Investigate new digital platform and conduct testing
  • Keep up-to-date information on industry / competitors digitalization and e-Commerce projects
  • Membership Program Management

  • Define annual CRM strategy and action plan
  • Provide guideline for markets to succeed on upsell and share of wallet using client reward strategy
  • Oversee markets to handle stock management for the membership gifts
  • Work closely with Product Managers on supporting product launches, including business data analysis, plan & execute communication and report preparation
  • Share best practices on customer event, activity and exclusive rewards to nurture loyalty
  • Business Data Analysis

  • Analyze and consolidate consumer data (both quantitative and qualitative) to derive business indication and provide related action plan to deliver CRM objectives.
  • Monitor the evolution of consumer profile for target setting and improvement of quality of program
  • Quarterly review of KPIs performance, share APAC performance in order to create benchmark; follow up on action plans
  • Enabling new markets to develop CRM

  • Guide new local CRM managers to kick start communication plan and clienteling campaigns
  • Coach and onboard CRM Managers in new markets, familiarize retail team with KPIs, report and mind set building
  • Key contact to integrate new CRM systems (Campaign Management and BI tools)
  • Retail CRM and Clienteling

  • Work closely with Retail Performance team to maximize clienteling as a strategic client communication channel
  • Work with Central CRM and Retail, feedback on system enhancement requirement and data logic
  • Work with markets to monitor clienteling performance and develop improvement plans
  • Review CRM KPIs periodically, work with markets on improvement plans for top doors
  • Customer Insights and Reporting

  • Manage regular and comprehensive reports on Consumer Relationship Management data to enhance the overall effectiveness of loyal program
  • Work with Central team to launch new BI tool, ensure smooth transition to new platform; organize effective training to ensure full utilization of system
  • Profile

  • Bachelor's degree or above
  • 10 years of relevant experience in Customer Relationship and digital capacity, preferred with exposure to multi-national brand / beauty industry
  • Proficient in both of spoken and written English
  • 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.
  • Proficient in MS applications / Expert in excel is an advantage
  • Experience in Adobe Campaign Management tool and BI
  • 申請
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