CRM Manager

Job Description

Overview

Bring your passion to Tiffany & Co. as a CRM Manager to utilize your consultative expertise and client development skills to achieve Tiffany's goals and contribute to your team's success.

Responsibilities

Key Accountabilities

Planning, Execution and Management

• Develop CRM Strategy and annual plan to support both brand and business needs with clear goal and measurements
• Formulate detailed clientelling action plans (monthly, quarterly) in line with Marketing calendar and Retail initiatives for Active, In-Active and Lapsed customer to enhance loyalty/retention and increase repeat/conversion rate
• Identify, explore and manage partnerships/opportunities (incl. department stores) to expand customer database to acquire new high profile clientele
• Close partnership with Sales team to ensure actions are properly communicated and executed as planned

Reports & Analysis:

• Develop standard reports and metrics to evaluate program performance and customer purchase behavior across key segments
• Create executive-level summaries highlighting results and recommendations for program enhancements (incl best practices and turn analysis that will spark improvements)
• Monthly and quarterly client data analysis
• Analysis of situations, benchmark progress and result vs business and CRM objectives

Event Management:

• Plan and execute in-store/off-site customer events.
• Provide CRM related support (incl. but not limited to client lists, catering, gifts, eDm, etc...) to project owners (Sales & Marketing) to garner optimal return
• Develop post-event report incl. customer/store feedback & areas of improvement

Customer Gift and Collateral Management

• Systemize gifting procedure to place appropriate gifting culture per level/occasion
• Collateral management (all collaterals in direct contact with customers

Database Management:

• Monitor data collection process and ensure data accuracy and integrity
• Work with local retail teams to ensure the quality and quantity of client information gathered.
• Act as a gatekeeper of data privacy and ensure all staff follows the data privacy guideline and customer information is well protected.

Administration and Communications:

• Conduct CRM related training to SPs (e.g., COMPASS/new program launch)
• CRM related materials translation and approval.
• Global/regional/Functional communications and calls
• Close communications with Retail & IT team on CRM system enhancements/issues to ensure smooth operation.
• Budget Management

Qualifications

Required Qualifications:

• Bachelor degree, major in Business Administration or related discipline
• 10 Years and above CRM related experience.
• Proved creativity in client recruitment and development actions
• Strong strategic thinking and analytical skills, excellent in communication and presentation
• Have sufficient consumer understanding and marketing sense, especially in luxury industry
• Strong project management skills with the ability in build collaboration relationship, willing to drive innovative and create ideas into implementation.
• Work independently and proactively in providing new ideas, setting clear goal/KPIs.
• Fluent English in both written & spoken
• Must possess fluency in MS Office, especially in Excel and PowerPoint, and other retail/CRM systems.

Preferred Qualifications:

• CRM experience in International Luxury brand will be a plus
• Previous experience in Social CRM / E-commerce will be plus