“Since 1868, IWC Schaffhausen has been producing timepieces of lasting value. Since then, the brand has evolved to be one of the world’s leading brands in the luxury watch segment, crafting masterpieces of haute horlogerie at their finest, combining supreme precision with exclusive design.
We are looking for a dynamic CRM Manager to join our SEA marketing team, to be fully responsible for the successful development, implementation and management of CRM activities in South East Asia. In order to further cultivate client development culture, the incumbent will work close with the local Marketing and Retail teams, as well as the HQ CRM team, to contribute significantly to the establishment of a premium clientele base, and to ensure the CRM works effectively for all aspects of the Maison. He/she will drive new client acquisition through the brand’s existing client database, prospects, and third party collaborations. The incumbent will also manage and recommend effective store clienteling programmes, to boost client retention. In order to be successful in this role, the candidate must have excellent data analytical skills, a good eye for detail and possess a ‘can-do’ attitude. Our CRM Manager will be the effective bridge between marketing and retail, ensuring business continuity and success. He/she must be willing to work with passion and grow with the brand. This role is based in Singapore, and will report directly to the Marketing Director.”
HOW WILL YOU MAKE AN IMPACT?
1. Project Management for Retail CRM & Customer Experience (CX)
- Following-up Headquarters’ guidelines to define and implement local CRM and CX strategy, as part of the regional Marketing & Retail Plan, to develop customers’ acquisition, engagement and loyalty. The scope of these strategies will stretch across internal boutiques in Singapore and Thailand, as well as external boutiques in Malaysia, Indonesia and the Philippines.
- Drive local client strategies by using market and client intelligence effectively: define and develop customers’ campaigns, carry out ideas to develop business thoroughly analyzing customers’ data and KPI’s, define and follow up with dedicated CRM budget.
- Elaborate local CRM action plans to achieve customers’ recruitment and retention objectives: identify local partners and opportunities in line with brand’s identity, define relevant initiatives to acquire new data and activate current customers, execute their implementation, measure the ROI of each action.
- Oversee all direct communications with customers through the CRM thru implementation of direct marketing activities according to Headquarters’ guidelines (physical mailers, e-mailings…): propose targeting recommendations, measure results and suggest corrective actions in collaboration with Headquarters.
- Coordinate boutique events and activities: suggest and develop formats relying on the brand’s DNA and products launches, define client targeting and ensure their implementation in close collaboration with key stakeholders.
- Act as a strong partner for boutiques team by regularly interacting with them: support the build-up of CRM and CX knowledge amongst sales teams, coordinate CRM and CX trainings, follow-up the implementation of CRM tools and monitor KPI’s per boutique.
- Work closely with boutique teams to plan, execute and manage unique and memorable customer experiences, including CX gifting strategies (for e.g. birthdays, anniversaries, seasonal gifting) at boutique level, with alignment to brand guidelines and budget.
2. Database Management
- Coordinate and ensure the local implementation of various database related projects across South East Asia, such as Salesforce.
- Be responsible for the local implementation and maintenance of CRM system: Key user for Salesforce within region, to coordinate SAP roll-out in collaboration with local Richemont project managers and CRM team at Headquarters, be local main contact for any question on related projects, and to ensure the proper use of Salesforce and relevant systems by sales teams assisting them with dedicated trainings.
- Analyze client data: monitor all clients related KPI’s as per Headquarters’ guidelines, establish monthly reports / statistics and ensure their timely delivery to local management and Headquarters.
- Manage the local client database: ensure the accuracy and quality of customer data in current database, set objectives on quantitative and qualitative data collection. Ensure the database is segmented effectively for targeted marketing activities.
- Monitor and maximise customer lifetime value strategies ensuring maximum ROI.
- Achieve CRM KPIs such as acquisition rate, retention rate, conversion rate and data accuracy.
- Act as a local expert on the privacy policy law: ensure all materials and action plans are meeting local laws and Richemont policies, liaise effectively with Headquarters and local legal departments when needed.
3. Customer Relations Management
- Work closely with Richemont Client Relations Center (CRC), as the main point of contact for handling and addressing of localised client enquiries across South East Asia.
- Ensure outstanding customer satisfaction through timely responses, via email or personalised phonecalls, with client-centric solutions.
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
- Bachelor degree or equivalent.
- Minimum 3 - 5 years CRM management experience in luxury goods / retail industry.
- Strong data analytical skills, results driven with a good understanding of CRM systems.
- Excellent communication and presentation skills, with excellent fluency in spoken and written English.
- Strong project management with a focus on execution and rigorous implementation.
- High flexibility and creative with a hands-on approach.
- Macro and detail oriented, with problem-solving skills.
- Tenacious and collaborative team player with a positive can-do attitude and be self-motivated.
- Confidence to interact with different levels including senior leadership.
- Able to multi task and work under time pressure and adapt quickly to change priorities in a dynamic environment.
HOW DO WE KEEP YOU SMILING?
- A fantastic opportunity to be a part of a dynamic team behind one of the industry’s top watch brands with an extensive product range to boot in the South East Asian region.
- This role will permit the candidate to experience the brand’s key marketing portfolios, harnessed across both boutique and wholesale networks.
- As a part of the team, you will definitely broaden your knowledge of luxury watchmaking, enhancing your appreciation for the finer art of haute horlogerie.
- Finally, an extensive range of opportunities within the Richemont Group await you, to help you develop and take your career to your next level.
YOUR JOURNEY WITH US:
As a first step, you will meet the Talent Sourcing Manager to get to know YOU and give you as preview as well of the team dynamics and company culture. Subsequently, you will meet the HRBP and Marketing Director to dive deeper and assess your fit to this role. They will also share potential growth opportunities, should you be successful in this position. Finally, you will meet with the Maison’s Managing Director for South East Asia.
#IWCSchaffhausen #Richemont #RevealTheExceptional
