MISSION
Lead the development and institutionalization of a customer-centric CRM culture across the organization. Define strategic direction and ensure execution excellence to enhance loyalty, retention, acquisition, and customer value, maximizing ROI through an optimized mix of relational and promotional initiatives.

ESSENTIAL DUTIES & RESPONSIBILITIES
• Define and lead the CRM strategic roadmap, ensuring alignment with business objectives and customer lifecycle priorities across markets and channels. 

• Oversee the design and optimization of One-to-One and One-to-Many communication journeys, leveraging customer insights, segmentation, and predictive models to drive personalization and measurable business impact. 

• Own CRM program governance, ensuring all campaigns and tools are aligned with brand vision, customer experience standards, and cost-efficiency targets. 

• Drive end-to-end VIP gifting strategy, overseeing concept development, budgeting, procurement, and store execution. 

• Lead CRM capability building by providing frameworks, training, guidelines, and best practices to retail and corporate teams, ensuring consistent adoption across the network. 

• Manage CRM analytics and reporting, partnering with central BI/IT teams to deliver actionable insights for decision-making and performance optimization. 

• Lead cross-functional and cross-market project management, monitoring milestones, managing risks, and ensuring timely execution of CRM initiatives. 

• Select, negotiate, and manage external agencies and vendors, ensuring high-quality delivery and continuous improvement of CRM processes. 

• Continuously assess CRM performance, identifying opportunities for refinement, innovation, and enhancement of customer engagement strategies. 

• Lead the team of client insight & clienteling to ensure high-quality deliverables and continuous professional development.  

REQUIREMENTS
• At least 13 years’ experience in CRM or retail in the prestige consumer goods industry, preferably cosmetics, fashion, or jewelry 

• Experience with Salesforce and SAP preferred 

• Excellent analytical skills and proficiency in data analysis tools and techniques. 

• Knowledge of statistics tools, data analysis, CRM systems 

• Time management skill 

• Positive attitude & self-motivated 

• Experience in luxury, fashion or high-end retail preferred 

• Strong verbal and written communication skills in both Korean and English