CRM Manager, Korea

The CRM Manager is responsible for developing and reinforcing a customer centric culture across different areas of the business ensuring the correct localization and execution of the global CRM strategy for the region.

 

RESPONSIBLITIES

• Develop and implement the CRM strategy for Korea (guaranteeing the localization and execution of brand’s Global CRM strategy) for all group brands in the territory

• Design, develop, implement and monitor customer engagement initiatives (through clienteling and client outreach initiatives) to drive loyalty and repeat business across different segments of the customer base

• Develop CRM insights and intelligence to support and promote new commercial actions on individual segments in the customer base (e.g. outreach initiatives)

• Support stores in the implementation of the clienteling strategy and CRM best practices

• Budgeting and cost oversight for each brand’s loyalty budget including gifting, experiences and festivity moments including the measurement and tracking of ROI

• Oversee and manage local training materials and training sessions across the territory on specific CRM topics including clienteling strategy, CRM best practices (e.g. data capture and customer contactability) and commercial initiatives

• Contribute from a CRM and clienteling perspective with other departments to the development and implementation of new product launches, new events, client experiences, etc.

• Oversee and be the local point of reference on all aspects of CRM reporting and dashboards

• Be the local point of reference for all aspects of clienteling digital tools

• Be the local point of reference for the territory on the Net Promoter System (eg. customer survey)

 

KNOWLEDGE AND SKILLS

• Bachelor’s Degree in Marketing, Business or Engineering (MBA preferred)

• At least 10+ years of experience in business development, strategy, client development (Luxury industry is preferable but financial industry or consulting experience is also welcomed)

• Excellent communication and client relations skills

• Proven track record of identifying opportunities, designing and implementing strategies to develop business through customer relationships

• Expertise in Excel and PowerPoint to create effective presentations and experience drawing conclusions and recommendations from reports

• Experience in database management

• Flexibility with regional and international travel

• Familiarity with competitive marketplace and passion for consumer trends and development of personal customer relationships

• Experience in luxury, fashion, hospitality or high-end retail preferred

• Fluent in both English and local language (Korean) is a MUST

 

Only shortlisted candidates will be contacted.