CRM & CLIENTELING ASSISTANT MANAGER / MANAGER, NEA

Key Accountabilities & Responsibilities
• Clienteling Strategy & Customer Journey
• Strategy: Develop market-relevant clienteling plans that strengthen recruitment, engagement, retention, and loyalty.
• Customer Journey: Partner with Client Experience and Customer Development teams to improve key touchpoints and client experiences.
• Targeted Engagement: Use segmentation and client behavior to shape campaigns, VIP actions, and follow-up opportunities.
• Boutique Partnership & Field Enablement
• Field Partnership: Work closely with boutique and wholesale teams to embed Clienteling tools, routines, and best practices.
• Performance Reviews: Lead monthly client performance reviews with Area and Store Managers and support action planning.
• Cross-Functional Alignment: Coordinate with Retail, Marketing, Merchandising, Commercial Performance, the NEA management team, and HQ.
• CRM Insights & Performance Measurement
• Insights: Analyze sales, customer behavior, segments, and trends to identify opportunities and risks.
• Measurement: Maintain dashboards and track core KPIs, including data capture, conversion, retention, repeat purchase, and customer growth.
• Campaign Evaluation: Assess campaign results and translate findings into practical recommendations.
• Database Governance & Operational Support
• Data Quality: Maintain accurate, complete, and compliant customer data across retail and wholesale networks.
• Operations: Coordinate data cleansing, enrichment, and consistent collection standards.
• Systems: Support CRM maintenance, enhancements, and related operational projects. Candidate Profile & Requirements
• Education & Experience
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Education:
Bachelor’s degree in business, analytics, marketing, economics, mathematics, statistics, or a related field.
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Experience:
8+ years in CRM, clienteling, customer insights, business intelligence, or data analytics.
• Industry: Luxury watch and jewellery or luxury fashion experience is strongly preferred.
• Technical & Analytical Skills
• Core Tools: Advanced Excel and PowerPoint skills, including PivotTables, VLOOKUP, and Power Query.
• Analytics: Experience with Looker Studio or similar visualization tools.
• CRM: Experience with Salesforce, SAP CRM, or comparable platforms.
• Social Selling: Familiarity with Instagram, KOS, WeCom, and LINE.
• Business Acumen: Able to translate data into clear commercial actions.
• Soft Skills & Competencies
• Collaboration: Strong communication and stakeholder management across boutiques, functions, and HQ.
• Languages: Fluent English and Chinese; Cantonese and Mandarin preferred.
• Mindset: Customer-centric, field-oriented, collaborative, and accountable.