CLIENT & EVENTS MANAGER

Role & Responsibilities Reporting - Analyze sales and revenue reports on weekly and monthly basis - Monitor CRM action results by store and by individual staff. - In charge of CRM tools and responsible for sending email blasts and generating call list according to boutique specific needs. - Regular analytical analysis of competitors and the customer landscape to ensure the competitiveness of the CRM program - Establish key performance indicators (KPIs) to measure the ROI of client development programs and provide regular performance updates to store leaders and senior management Retail Events - Innovate and propose activations of all scale, leveraging market best practices, data insights, and your knowledge of market dynamics - Understand different boutique CRM needs and develop specific activities suitable to their needs, including acquisition, conversion and retention - Develop relationships with suppliers and vendors - Managing retail event calendar planning and keeping related expense in-line with budget - Advocate for a culture of personalization, hospitality, and client obsession across the retail network through retail events and in store activations CRM Activity - Work with Retail Team to develop CRM strategy and customer loyalty program to meet company's objectives - Share insights and business needs with the global CRM team, proposing adjustments to continuously refine and improve the global strategy that can adopt to the region. - Evaluation all CRM actions / program efficiency and propose changes - Working closely with all departments to ensure the CRM works effectively for all aspects of the company. - Overseeing direct communications with customers through the CRM program. - Responsible to facilitate with store teams to build customer base by developing a strong rapport with VIP customers potential, finding their particulars and meeting their requirements - Proactively work and facilitate with different partners to generate new business opportunities, partnerships and host events accordingly - Develop and manage on-going email campaign strategy that includes segmentation of customer groups to optimize sales and retention Client Experience - Responsible to evaluate staff customer service level. - Set objectives to each store according to their weaknesses. - Lead sales team to develop actions to improve / maintain excellent results at Client experience program. - Develop training program with Trainer / Store in Charge on customer service standards - To proactively review and seek feedback from frontline staff and assist Retail manager to develop systematic staff coaching with store manager to monitor staff service performance Requirement - At least 3-5 years of experience in luxury retail management, managing client servicing, CRM tools and client relationship management. - Proven project management skills with multiple stakeholders in fast paced organizations. - Outstanding communication and interpersonal abilities - Strong analytical skills, experience in managing budgets, and leveraging data to drive actionable insights tailored to performance. - Commercial awareness - Analytical mind and familiarity with data analysis principles - Comprehensive understanding of VIP's, CRM and events operations - Customer oriented Ability to accurately profile and segment VIP clients effectively with good communication skills. - Creativity in finding ways to retain customers and ensure business growth - Multitasker with the can-do attitude and ability to produce results whilst working under pressure - Good team player and able to work independently - Good command in Chinese and English