Description
Richemont, one of the world's leading luxury goods companies, brings together several prestigious Houses renowned for their expertise in fine jewelry, high-end watches, and exclusive accessories. Each House maintains its unique heritage and style while contributing to Richemont's commitment to innovation and excellence.
Key Accountabilities & Responsibilities
- Clienteling Strategy & Customer Journey: Develop and implement effective clienteling strategies that drive client recruitment, engagement, retention, and loyalty. Collaborate with Client Experience and Customer Development teams to enhance key client touchpoints and experiences. Utilize client segmentation and behavior to inform targeted engagement campaigns and VIP initiatives.
- Boutique Partnership & Field Enablement: Work closely with boutique and wholesale teams to integrate Clienteling tools, processes, and best practices. Conduct monthly performance reviews with Area and Store Managers to support action planning and drive results. Foster cross-functional alignment with Retail, Marketing, Merchandising, and other relevant teams.
- CRM Insights & Performance Measurement: Analyze sales data, customer behavior, and market trends to identify opportunities and mitigate risks. Develop and maintain dashboards to track key performance indicators, including data capture, conversion rates, and customer growth. Evaluate campaign effectiveness and provide actionable recommendations.
- Database Governance & Operational Support: Ensure the accuracy, completeness, and compliance of customer data across retail and wholesale networks. Coordinate data cleansing, enrichment, and standardization efforts. Support CRM system maintenance, upgrades, and related operational projects.
Candidate Profile & Requirements
- Education & Experience: Bachelor's degree in Business, Analytics, Marketing, Economics, Mathematics, Statistics, or a related field. Minimum 8 years of experience in CRM, clienteling, customer insights, business intelligence, or data analytics, preferably in the luxury watch and jewelry or luxury fashion industry.
- Technical & Analytical Skills: Proficiency in advanced Excel and PowerPoint, including PivotTables, VLOOKUP, and Power Query. Experience with data visualization tools such as Looker Studio. Familiarity with CRM platforms like Salesforce or SAP CRM. Knowledge of social selling tools, including Instagram, KOS, WeCom, and LINE.
- Soft Skills & Competencies: Excellent communication and stakeholder management skills, with the ability to collaborate effectively across functions and geographies. Fluency in English and Chinese, with Cantonese and Mandarin being highly desirable. A customer-centric mindset, field-oriented approach, and strong sense of accountability are essential.