1. CRM Strategy & Roadmap

• Develop and execute short-, mid-, and long-term CRM roadmaps aligned with business and marketing objectives
• Define and manage CRM KPIs focused on revenue growth, profitability, and customer lifetime value
• Act as the key CRM counterpart to Global CRM/CX teams, ensuring strategic alignment and best practice sharing

2. Customer Data Management & Analytics

• Oversee CRM/CIEM data management, governance, and data quality improvement
• Lead customer segmentation strategies (tiering, behavioral and lifecycle-based segmentation)
• Analyze CRM performance and campaign ROI to drive continuous optimization
• Generate actionable insights based on customer journey and behavioral data

3. CRM Campaigns & Customer Outreach

• Plan and execute CRM campaigns across multiple channels (Email, MMS, Kakao, etc.)
• Develop retention, reactivation, and acquisition strategies by customer segment
• Manage loyalty and membership programs to maximize engagement and repeat purchase

4. VIC Clienteling & Loyalty Programs

• Design and execute tiered VIC clienteling strategies to strengthen brand loyalty
• Plan and deliver VIC bespoke events, gifting programs, and exclusive experiences
• Partner closely with retail and store teams to enhance 1:1 clienteling initiatives
• Drive up-selling and cross-selling opportunities within high-value customer segments

5. Stakeholder Collaboration & Team Management

• Manage and develop one CRM Specialist, providing guidance and performance oversight
• Collaborate cross-functionally with Retail, Marketing, Business Planning, IT, and Customer Service teams
• Lead relationships with CRM vendors and external partners
• Work closely with Global CRM teams on data initiatives, tools, and CRM best practices

6. Reporting & Budget Management

• Own annual CRM budget planning, forecasting, and cost control
• Deliver regular CRM performance reports (by channel, store, and customer segment)
• Support internal stakeholders with CRM data analysis and insights as required

• Minimum 8+ years of CRM experience, preferably within luxury fashion, lifestyle, or retail industries
• Proven experience in developing and managing data-driven CRM strategies
• Strong analytical skills with hands-on experience in CRM systems and customer data analysis
• Demonstrated ability to manage multiple projects in a fast-paced environment
• Excellent communication and stakeholder management skills
• Fluent English communication skills (written and spoken) are mandatory
• Experience managing or mentoring team members preferred