About the role
As CRM Manager, SEAO, this role leads the development and execution of data-driven CRM and clienteling strategies across Southeast Asia and Oceania. The position focuses on enhancing client loyalty, elevating the client experience, and driving business growth through meaningful client engagement. This role reports directly to the Managing Director, SEAO.
CRM Strategy & Performance
- Lead the execution of CRM strategies across Southeast Asia and Oceania, driving client acquisition, engagement, retention, and loyalty objectives.
- Oversee the quality, integrity, and effectiveness of the regional client database, ensuring accurate data capture, segmentation, and actionable insights in collaboration with global stakeholders.
- Develop and implement targeted CRM initiatives and campaigns that deliver measurable business results and enhance client engagement.
- Monitor, analyze, and optimize key CRM performance indicators, including client recruitment, conversion, retention, and lifetime value.
- Ensure compliance with local data privacy regulations and internal governance standards.
Clienteling & Retail Excellence
- Drive the adoption and effectiveness of clienteling tools, processes, and best practices across the retail network.
- Develop localized clienteling strategies and action plans to strengthen client recruitment, retention, loyalty, and repeat business.
- Partner with retail teams to provide training, guidance, and resources that elevate personalized client engagement and service standards.
- Track and review clienteling performance through regular reporting and KPI management, fostering accountability and continuous improvement.
Client Experience & Commercial Activation
- Plan and execute client-focused activations, events, and engagement initiatives that support commercial objectives and enhance brand affinity.
- Develop and deliver exclusive experiences for top-tier clients to strengthen relationships and drive long-term loyalty.
- Ensure seamless execution of client events and presentations, maintaining high standards of quality, consistency, and effectiveness.
Cross-Functional Collaboration
- Collaborate closely with retail, marketing, and global teams to ensure aligned and effective CRM execution across all client touchpoints.
- Champion consistency in client communications and experiences, ensuring alignment with brand positioning and service standards.
- Partner with IT and external vendors to optimize CRM systems, tools, and capabilities, supporting business growth and operational efficiency.
Requirements
- 7 years of experience in CRM, clienteling, or customer engagement roles, preferably within luxury retail environments.
- Proven track record in driving CRM performance (client acquisition, retention, and client lifetime value) through data-led strategies and campaigns.
- Strong analytical capabilities, with hands-on experience translating data into actionable insights, segmentation, and targeted initiatives.
- Familiarity with modern CRM ecosystems and tools (e.g., clienteling apps, dashboards), with the ability to drive adoption across retail teams.
- Experience in delivering client-centric activations and events that support both brand positioning and commercial outcomes.
- Strong project management skills, with the ability to manage multiple stakeholders (local markets, HQ, retail, and external partners) and drive execution with precision.
- High level of ownership, agility, and attention to detail in a fast-paced, performance-driven environment.
- Knowledge of regional data privacy regulations and best practices in client data governance is a plus.
Registration No: R1875146
EA License No: 22C1376
