To support the CRM senior manager to develop and implement CRM strategy to elevate Client Department competencies. Success will be measured by business impact in the wider organization through client marketing & loyalty.

Key Responsibilities:

• Manage change in a multi-cultural environment, using influence, persuasiveness and exemplifying the benefits of best practices
• Build strong relationships and ties with other departments in which we depend on for successful project/campaign execution, particularly our stakeholders at markets

Loyalty program, CRM action plans and campaign:

• Develop and implement CRM actions both online & offline, for prospects & customers throughout customer journey
• Plan & execute end-to-end personalized multi-touchpoint client journeys, including translating client insights to actions, 1-to-1 clienteling, email marketing & marketing automation
• Manage loyalty program globally and at market levels, development & supervising campaign KPI & effectiveness
• Owner of campaign ROI & KPI
• Partnering with Retail, Digital & Marketing teams at HQ & markets for web channel, email & marketing automation, offline and cross-channel activations
• Manage change management across all business levels, particularly at retail store level
• Develop trainings & guidelines for market key users and retail stores

Be expert & owner of email marketing channel:

• Drive business impact of email marketing channel predominantly supporting digital business
• Leverage email marketing channel to amplify business impact for retail /other networks
• Lead email marketing calendar including automation
• Partner with Digital team for content planning, creation and email calendar execution

Be leader & ambassador in data integrity, data capture and data quality:

• Ensure we are capturing, tracking and using relevant data across multi-touchpoints of client journey
• Champion prospect data capture & lead management globally
• Ensure quantitative & qualitative data capture optimization at all touchpoints to drive strategies

CRM tools:

• Develop tools & collaterals centrally (digital catalogue, eDMs, cards, gifts etc.) and in partnership with markets, Marketing & Creative Studio
• Supervise production & fulfilment of CRM tools; consolidating feedback & reporting from markets

Be owner of global Customer Care teams:

• Manage contact centre teams globally, cooperating with Richemont teams, customer care management, and driving commercial impact
• Hands-on complicated customer centre cases and be the contact point for escalations
• Drive business impact and customer satisfaction of Customer Care teams

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Strong CRM experience:
• Experience in marketing automation tool
• Experience working with Creative team
• Experience working in multi-cultural environment and working with local office in Asia, particularly China & Japan
• Experience with clienteling app roll-out or any retail store level of clienteling campaigns
• Experience in customer care management
• Experience in influencing wider organization from retail to top management
• Strong commercial mindset, business sense and customer-centric mindset
• A team-player with experience in working collaboratively and independently
• CRM experience within the fashion luxury sector would be an advantage, in addition to data segmentation and using customer data to influence future campaigns
• Excellent communication skills
• Highly self-motivated, analytical, with sharp attention to detail
• Highly creative in problem-solving & communication, with rigorous implementation
• Results driven and dynamic
• Pro-active, enthusiastic and tenacious
• Reacting intelligently and responding to unforeseen requests
• Challenge status quo
• Enjoy both analytical & artistic thinking

HOW DO WE KEEP YOU SMILING?

As a significant member of the dunhill community, you are also part of a much bigger family at Richemont.

We strongly believe in internal development, mobility and offering various opportunities to enhance both your personal and professional development.

YOUR JOURNEY WITH US:

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

1st Stage - After your application has been selected, our recruitment team will reach out to you within 2 weeks to conduct an introductory call

2nd Stage - Video/Virtual interview with the CRM Senior Manager for dunhill

3rd Stage - Video/Virtual interview with the Digital Director & Wholesale Western Region GM for dunhill