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
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