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Senior CRM Executive - Shanghai, 中国 - Hermès
描述
General Role
• The Senior CRM Executive is an individual contributor and will play the key role in generating in-depth client insights to drive CRM performance in both online and offline channels. In the meantime, he/she will need to work very closely with stores to implement retail synergy and deliver valuable clienteling knowledge and tools to drive business outcome.
Major responsibilities:
• Support to prepare and present monthly CRM Indicators and analysis by different dimensions for management and commercial team.
• Elaborate local CRM action plans and grow clients with a data-driven decision to enhance client recruitment, retention, and development. Collaborate very closely with stores to work on client strategy and deliver useful client knowledge.
• Define relevant initiatives to acquire new data. Work closely with internal cross-functional teams on prospects or client insights, business requirements and come up with initiatives, as well as maintain/enhance/upgrade existing CRM activities.
• Partner with cross-functional teams and in charge of CRM/ECRM/Social CRM mechanism design, program development and implementation, track customer online behavior and adapt mechanism from time to time.
• Support building up clienteling as one of the business mindsets and tools to support retail team well leverage and deploy for better business outcome, this will also cover training, coaching and observation. Identify and promote improvement actions for engagement, retention, and advocacy improvement of our local clientele.
• Design and implement the local clienteling guidelines & toolkit for the Chinese team, based on the input from HI, and tailoring them to the Chinese market needs.
Requirements & Capabilities:
• Bechelor's Degree or above
• 5+ years of experience in retail / fashion / cosmetics industry, specialized in CRM (Retail CRM), digital marketing/WeChat expertise and eCRM experience is preferred.
• Strong analytical skills, experience in producing high-level client analysis is a must.
• Great capacity of leading and organizing multiple projects with great attention to detail.
• Strong business thinking and sensitivity to new trends in the market.
• Excellent communication, problem-solving skill, effective and persuasive.
• Fluent in oral and written English (essential for the communication).
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