Assistant CRM Manager

The incumbent will be responsible for CRM activities for Singapore and provide support for the emerging markets (Vietnam, Indonesia and Philippines). This includes analyzing, monitoring, implementing, and reporting on Dior's Customer Relationship Management programs and initiatives while continually striving to increase the efficiency of these programs to improve results.

MAIN RESPONSIBILITIES

DATA ANALYZING & MONITORING

• Track & report CRM KPIs monthly to help sales team/training team and store managers be aware of their performance and action to take to achieve CRM goals.
• Analyze data to develop new tactical mechanisms (e.g. Recruitment campaigns, repurchase campaigns) or CRM program improvements to achieve CRM goals.

DATABASE MANAGEMENT 

• Work with BCs and Intern to ensure proper update of client information
• Ensure proper client migration (POS assignment, BC assignment) should any changes such as store closure, store opening, transfer of BCs occur.
• Work on prospect recruitment through setting clear objectives with retail team & local markets for each animation

CLIENT COMMUNICATION / GIFTS MANAGEMENT

• Implement SMS, EDM, Mailers & Clienteling campaigns which support overall brand goals as well as product launch/animation objectives.
• Develop, oversee, and implement gifting program which includes forecasting & proper allocation to store

CLIENT ENGAGEMENT EVENTS

• Creation of offers and compelling experience for high value customers (e.g. Exclusive VIP event, VIP Birthday Celebrations etc) to enhance client’s overall brand love.
• Work with marketing team to develop events that supports the overall product campaign objective.
• Plan and execute instore events to drive retention and increase overall client average spend.

OTHERS

• Work with Ecommerce team to drive Ecommerce purchase penetration amongst existing clients and increase overall Omni-Channel overlap.
• Ensure proper handling of customer service enquiries and service recovery.
• Manage CRM expenses within allocated budget, ensuring budget is spent most efficiently
• Explore other CRM opportunities and partnerships focusing on recruitment of new potential customers and initiating activities and events with interesting execution to pamper and indulge customers

• Bachelor’s degree in business, Marketing or related field
• At least 4-5 years of experience in CRM or loyalty marketing, preferably within the retail, luxury, or beauty industry
• Strong PC skills in MS Office applications and exposure to CRM software and tools
• Strong stakeholder management and communication skills, ability to work with different internal/external stakeholders
• Hands-on experience managing CRM databases, customer segmentation, and executing multi-channel client communication campaigns
• Client focus, analytical ability, problem solving, planning and organizing skills
• Proficiency in English and Mandarin is required for regional communication, while proficiency in Vietnamese and/or Bahasa Indonesia would be an advantage for supporting operations across Southeast Asia.