SAINT LAURENT CRM Director, GC & SEAO

Summary

Job Description

ROLE

You will drive and implement client engagement activities in Greater China & SEAO supporting a customer centric culture and a particular focus on the retail network. You will support the Regional Client Engagement and Greater China & SEAO retail teams in designing and executing client engagement initiatives by establishing strong cooperation and partnership between HQs regional client engagement department and local departments such as retail merchandising and operations ensuring the timely execution of initiatives and reports and understanding current customers and opportunities to acquire new ones across Greater China & SEAO.

MISSION

• Ensure accurate store data collection and data quality across Greater China & SEAO.
• Perform tasks related to CRM systems (upgrading data cleansing integration etc.)
• Implement strategies and targeted actions that increase customer base drive sales and CRM KPIs
• Support Greater China & SEAO retail team with regular CRM KPIs reports.
• Monitor and improve customer engagement KPIs (new customers retention frequency etc.) to support regional team in driving action plans.
• Monitor marketing initiatives (e.g. marketing ROI) and follow-up budget for marketing tools in Greater China & SEAO.
• Drive the implementation and execution of corporate clienteling programs and practices in Greater China & SEAO in order to recruit.
• New customers and increase loyalty among existing ones.
• Manage and coordinate the deployment of all process tools and training relative to the brand clienteling approach including the launch and follow-up of the clienteling tool in selected stores across Greater China & SEAO.
• Provide support and guidance the retail teams in Greater China & SEAO all clienteling activities and ensure appropriate focus on strategic clients (e.g. Locals VICs) to reach business goals.
• Contribute to the design/planning and lead the regional (Greater China & SEAO) execution of VIC Initiatives (e.g. Fashion Shows dinners) conducted centrally and locally and evaluate effectiveness of all strategic and tactical activities in the region.
• Work collaboratively with local General Managers across Greater China & SEAO and Store Management teams to ensure objectives are set measured and achieved to drive growth of our top clients business in Greater China & SEAO.

PROFILE

• Education background: Bachelors degree
• Minimum of 10-year experience in retail solid experience in client relationship management
• Proven ability to drive positive customer experiences that build loyalty and deliver measurable results.
• Dynamic passion for the fashion industry and knowledge of the luxury market/competitors
• Commercial awareness and strong business acumen
• Strong analytical and numerical skills
• Strong verbal and written communication skills and excellent organizational skills
• Proficiency with Microsoft Office in particular Excel and CRM systems
• Fluency in English (Mandarin and/or Cantonese would be an advantage)

Saint Laurent is committed to building a diverse workforce. We believe diversity in all its forms gender age nationality culture religious beliefs and sexual orientation enriches the workplace. It opens up opportunities for people to express their talent both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates regardless of their background.

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