CRM Specialist

• Shanghai
• On-site

Acne Studios is a progressive luxury house and through collaboration and curiosity we set high aspirations and strive for excellence. We value everyones contribution and embrace feedback to develop ourselves and others. We aim to minimise our environmental impact across all our operations and to address societal challenges in the way we conduct our business.

As a CRM Specialist you will drive CRM strategies and projects for the Greater China region by leveraging customer data and clienteling tools to optimize clienteling experiences enhance customer journeys and drive business value by bridging global CRM framework with local strategies.

CULTURE OF COLLABORATION

We firmly believe that when you feel supported included and trusted it enables you to enjoy your work and thrive in it. You will be a part of a team of colleagues with diverse roles and backgrounds each with their unique skills and experiences.

WHAT YOU WILL DO

As CRM Specialist your main contribution will be as following. You will report to CRM & Clienteling Manager. You will play a vital role in CRM by:

Customer Data & CRM Analysis (60%)

• Conduct regular retail customer data mining and multi-dimensional consumer analysis including customer tier segmentation consumption behavior tracking spending preference analysis and inactive customer identification.

• Generate actionable data reports to support store sales strategies and client retention optimization.

• Work in close communication and cooperation with headquarters to develop localized CRM strategies based on Acne Studios global CRM strategy.

WeCom & Customer Outreach Tool Management (25%)

• Manage daily operation and standardized governance of WeCom and official client communication tools.

• Oversee client profile tagging customer grouping targeted mission pushing regular relationship touchpoints and content maintenance.

• Ensure compliant consistent and high-quality daily client interaction and private domain customer asset management.

• Coordinate and communicate data-related matters between headquarters and local system vendors.

Gifting Project Operation (10%)

• Lead full-process management of VIP gifting programs exclusive client courtesies and seasonal gift activities.

• Handle gift distribution tracking and post-delivery follow-up maintaining premium service standards for high-value client groups.

Customer Activity Support (5%)

• Collaborate with retail and marketing teams for event scheduling guest invitation on-site support and post-event customer follow-up.

• Monitor campaign KPIs analyze activity effectiveness and deliver structured post-campaign summaries for optimization.

WHO YOU ARE

You have high aspirations and focus on details that create substantial impact. You enjoy working as a team and you embrace feedback to develop yourself and others. You are curious and thrive in a dynamic environment. Cooperation respect and clear communication are important along with your ambition to learn and grow. If these qualities speak to you we would love to have you on our team.

Specific personal qualities for this role:

• High willingness to learn and not afraid of taking on new tasks and responsibilities

• Self-driven and can work independently

• Strong execution skills and time management skills with the ability to prioritize

• Good communication skills in order to communicate insights to the organization

• Able to clearly communicate ideas and concepts identify challenges and develop thoughtful solution-oriented responses.

• Strong team communicator proactive in flagging issue and collaborating effectively

Specific experience and knowledge for this role:

• Bachelors degree in finance business marketing or other related subjects

• At least 5 years experience in Customer Relationship Management

• Strong analytical skills with high attention to details

• Retail experience is a must luxury industry is a plus

• Good knowledge about user journeys on local Chinese platforms

• Experienced in working with WeCom backend to manage WeCom account and clienteling missions

• Fluent English and Chinese

What matters most to us is not whether you master all the listed knowledge and skills. We are dedicated to recognising the potential in each individual. We embrace diversity of people as well as ideas and viewpoints and encourage everyones individual expression of their own identity.