Assistant Manager, CRM, SEA & Australia

Position:

Mission:

The CRM Manager will be responsible for cultivating the omni clienteling mindset. He/she will be developing, implementing, and managing the CRM strategies at zone and country level through the partnership of each country retail manager. He/she will implement client strategy using the Fendi Client database and prospects. He/she will champion third party collaborations to recruit new potential clients.

This role is based in Singapore and will report directly to the Head of Omnichannel, Southeast Asia Australia

 

Job responsibilities:

Main Responsibilities:

Regional Level

• Develop a year-round store CRM action plan aligning with our marketing campaign and sales objectives of store.
• Consolidate and analyze client data (both quantitative and qualitative) to derive key insights, business opportunities and recommend the relevant course of action to deliver business excellence.
• Work closely with CRM and PCR department to plan and execute event and evaluate result
• Develop and implement in-store client activations, selecting and targeting clients for the specific event to maximise opportunities
• Achieve CRM KPIs such as Recruitment Rate, Retention rate, Prospect Target, Quality Data collection
• Managing the Zone Omni – CRM Budget and Costing
• Manage Zone loyalty gifting strategy
• Implement clienteling initiatives or in store clienteling omni tools and technique received from Headquarter
• Roll out Client experiences with each Country Retail Manager with a focus strategy on recruitment and retention
• Review collated post activation feedback from the stores with a motive to elevate the next activation
• Ensure the success of Omni Ambassador program via one-to-one coaching, conduct regular store CRM workshops, sharing of best practices and effective communication
• Conduct Market visits and clienteling workshops across the zone
• Coaching and mentoring of Omni Ambassadors
• Ownership of the Private Client Program
• Negotiation and sourcing of client activation vendors

Country and store level

• Partnership with Events, Retail, Store Manager and Omni Ambassador to plan and execute various Fendi events, Client experiences and In-store client activations
• Lead by example and drive the team to elevate and provide excellent client experience in the store by dedicating time on the selling floor.
• Work closely with the team on supporting monthly calling campaign and appointment with clients and evaluate all CRM activities' results.
• Increase Client Advisor ’s existing client segmentation spending and upgrade to next level.
• Working with Retail and store managers track appointments made by Client Advisor.
• Coaching Store Management team on technics to engaged clients from different segment.

Additional information:

Required Skills

• Bachelor’s degree
• Strong sensitivity to the luxury products universe
• Minimum 8 years or above relevant experience in CRM, prior experience in similar luxury fashion brand will be added advantage
• International Mindset
• Familiar with both local and overseas market situations and trends
• Strong analytics skill, numerically sensitive
• Good interpersonal and interaction skill to collaborate with Store Personnel
• Strong Client service mindset
• Excellent communication skills, particularly when dealing with international, multilingual stakeholders
• Must possess leadership skills to develop and train others
• Results oriented and able to work under pressure on tight deadlines
• Proficient in MS Office especially MS Excel and Power Point is a MUST