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    05/25/2023

    POMELLATO CRM (Assistant) Manager

    Pomellato - Fixed Term (Fixed Term)
    Shanghai - Mainland China

    Your opportunity This is a position to support growing business in China, report into Retail Marketing Manager with insights to expanding regional growth. Great opportunity for a fast learner, business minded marketing professional to join this highly energetic team.   The responsibilities of this role include enriching the CRM Maison program by developing, planning and implementation of local CRM campaigns to deliver high levels of engagement, help understand customer’s needs, improve CRM performance and drive commercial value on internal boutiques. Work closely with the headquarters’ CRM team, local marketing & retail, clients relation center and Group local functions to contribute significantly to the establishment of a premium customer base & CRM plan in China.

    CRM Action Plan & Management

    Align with Global CRM and Clienteling program to further develop for local needs

    On-going execution and monitor of CRM programs and results.

    Work with Group IT and Legal functions to solve any technical/legal issue related to CRM 

    CRM Tools and Database Management

    Be a key project leader for local CRM solutions to fully leverage of existing functions and further develop for 2.0 phase 

    Monitor locally client data capture, partner with retail team to ensure data capture targets are met

    Ensure data quality by sharing data-cleaning and de-duplication process guidelines

    Update and prepare reports and charts (client segmentation, profiling, data capture…) for HQ and local team review

    Release monthly and quarterly KPIs and analysis of retail and contact center activities for management and HQ

    Ensure high level of security for client data (process, rules, controls, training etc.) to ensure compliance with internal audit guideline and China legal environment

    Perform and coordinate CRM tool training and provide regular updates in boutique

    Attend Brand key user meetings, technical roll-outs and system tests

    Omni-channel Experience Program

    Develop short / mid-term strategy and action plan to build seamless and consistent client experience throughout all touch points, Boutiques, WeChat and E-Commence

    Work with Digital Team to develop/support digital-client innovation

    Affinity Partnership Development

    Develop affinity partnership, detect cooperation opportunities, and define the action plan for client prospection

    Monitor ROI

    Lead the seasonal treatment for main holiday occasions: New Year, Valentine’s Day(s), Xmas, etc

    Compile and share regular best practices of competitors

    Client collateral co-ordination

    Co-ordinate operationally the shipment of loyalty development tools to clients living in Mainland China (publication mailing, digital tools emailing, cards, gifts, invitations to events)

    Support all direct marketing campaigns by coordinating with CRM HQ and Client Relation Centre

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