The Role:

The CRM Team enhances our customers’ experience through the Lane Crawford Privilege Card programme, and through a better understanding of our customers’ needs and desires, we help our staff to better fulfill customer expectations. 

The CRM Manager plays an important role in planning and co-ordinating all Direct To Customer communications and programmes for customer retention and acquisition. 

Key Accountabilities: 

• Develop & execute strategic customer communications plan to support key drivers and marketing programmes to drive traffic and sales both in-store and online.
• Develop insights and effective segmentation of our customer database to implement customised Direct –To-Customer (DTC) communications with targeted messages & offers to reactivate lapse customers, retain and stimulate spend of existing customers through offers of relevant price point products, commercial drivers and customer experiences.
• Work with marketing team to plan and execute customer acquisition and prospect conversion programmes.
• Support clienteling teams to plan and elevate the standards of communications and rewards for VIP customer segments.
• Co-ordinate with relevant internal teams to obtain all necessary materials for communications planning and broadcast
• Work with internal teams and vendors to establish reports on results of communications broadcast after each campaign
• Manage relationship and governance of all CRM vendors, including but not limited to broadcast channel vendors, data capture vendors, print production vendors. This includes setting and monitoring KPIs and service levels, establishing workflow processes and regular reviews on service quality with vendors
• Manage any request for proposal process when the need arises to source for a new vendor

Requirements:

• Degree holder in Marketing or related discipline 
• Minimum 5 years experience in related field, preferably with luxury retail or retail experience and with CRM or loyalty marketing agency experience.
• Data and numerically savvy with ability to read and interpret customer analysis reports
• Excellent analytical, strong budget management skills
• Digitally savvy with focus on digital & mobile communications.
• Strong team leader with experience of leading team
• Excellent co-ordination, communication and interpersonal skills
• Excellent command of English (Strong English copywriting skill will be a bonus - marketing copy)
• Ability to write and present well good business presentations and proposals 
• Good command of written and spoken English, Cantonese, and Mandarin