PURPOSE
To enhance the effectiveness and seamlessness of customer interactions, the CRM Manager plays a critical role across a broad spectrum of sales and marketing responsibilities. The ultimate objective is to drive revenue growth across all domestic brands by building a base of satisfied and loyal customers.


RESPONSIBILITIES

1. Customer Development Strategies (40%)
   • Support in developing and managing strategies for attracting new customers 
   • Work with internal team to develop, executive and manage the operation and implementation of CRM plans 
   • Regular monitoring of best practices sharing 
   • Follow and challenge for the usage of CRM program
   • Implement CRM events including the seasonal in-store event, styling class, and client class as well as gifting and any follow-up

1. Data Management & Analytics (30%)
   • Develop in depth reporting to help support the CRM analysis
   • Customer data management
   • Provide any ad-hoc reporting and analysis support to Brand & Retail team as needed

1. Tools & Transformation (30%)
   • Support roll out of new digital CRM tools
   • Train markets on new tools and/or up-grades
   • Build a strong customer centric mindset and transfer within the company

REQUIREMENTS

1. Bachelor’s degree or higher.
2. Prior experience in duty-free, retail, or related industry preferred.

Knowledge

• Knowledge of customer acquisition and retention strategies
• Social and emotional awareness to tailor interactions for individual customers
• Extensive product knowledge

Skills  

• Ability to collaborate well with other customer care team members
• Analytical and data-driven
• Ability to work in a fast-paced environment while managing multiple tasks

 Attitude

• Customer-centric mindset
• Entrepreneurial spirit
• Enthusiastic & open-minded 
• Strong sense of responsibility