• CRM Performance & Database Management - 

1. Lead and monitor CRM performance across all stores, ensuring KPIs are achieved in line with global standards. 
2. Ensure accuracy and quality of customer data; set objectives for quantitative and qualitative data collection. 
3. Review and analyse database reports, communicate findings, and propose action plans to HQ and local stakeholders. 
4. Be responsible for local implementation and maintenance of CRM system/tools, ensuring alignment with global CRM strategy. 
5. Ensure all CRM activities and data handling comply with local data privacy regulations (e.g., PIPA) and global company policies. 

• Client Engagement & Strategy - 

1. Build and animate the clienteling calendar in collaboration with retail, ECOM, merchandising, and VM teams, ensuring alignment with brand priorities. - - - - - - 
2. Manage and localise all 1-to-1 and 1-to-many communication channels, including overseeing Kakaotalk targeted communication. 
3. Organize and oversee in-store events and campaign activations; evaluate effectiveness and provide post-event ROI analysis to HQ. 
4. Implement guidelines to steer client advisors in building client portfolios through qualitative actions (relationship building, gifting, events). 
5. Explore new partnership opportunities for client acquisition and lifestyle experiences, delivering money-can’t-buy experiences to top clients. 
6. Reinforce partnerships with clienteling representatives from key department stores (Shinsegae, Hyundai, Lotte) for continual recruitment of high-potential customers. 
7. Prepare CRM budget forecast, ensure proper follow-up of expenses, and oversee monthly financial reporting including monitoring of in-store budget usage. 

• Client Experience & Satisfaction - 

1. Oversee the overall customer satisfaction performance in Korea by monitoring Net 
2. Promoter Score (NPS) and ensuring appropriate follow-up on client feedback. - - - - 
3. Lead the assessment and continuous optimisation of end-to-end client journeys, identifying strengths, weaknesses, and implementing strategic improvement plans to elevate experiences to luxury standards. 
4. Benchmark competitor clienteling and client experience strategies, sharing actionable insights and best practices with regional APAC, HQ and local teams. 
5. Act as a key driver and advocate for a client-centric culture, working closely with CRM champions and retail management to ensure consistent delivery of exceptional service. 
6. Research and propose innovative client experience initiatives, leveraging new technologies and insights to continuously enhance the RIMOWA client journey. 

• Gift Management  - 

1. Establish & implement clear guidelines on annual targeted gifting campaigns. - - - 
2. Coordinate the annual gift ordering for the Korea market according to store needs 
3. Complement gifting with curated lifestyle experiences to strengthen client loyalty. 
4. Develop KPIs for gifting initiatives and conduct post-activation analysis to evaluate impact on client engagement, loyalty, and brand perception. 

• Other responsibilities - 

1. Maintain regular communication with regional APAC & HQ teams, providing updates, validation processes, and feedback sharing. - - - 
2. Conduct ongoing research on local CRM trends, customer behavior, and technological advancements in the Korean market. 
3. Contribute to the development of training materials and programs for retail staff on 
4. CRM tools, clienteling best practices, and new communication platforms (e.g. Kakao). 
5. Engage regularly with in-store client development community to strengthen connections, share best practices, and drive priorities.

• Degree holder with at least 8+ years of experience in CRM management, preferably in luxury market 
• Strong PC skills in various MS Office applications 
• Excellent communication and presentation skills, with fluency in spoken and written English 
• Customer focus, strategic thinking, excellent people skill, business acumen, analytical ability, problem solving, planning and organizing skill 
• Highly organized capable of multitasking under pressure