KEY RESPONSIBILITIES
Strategically plan short-term and long term CRM activations; ensure the missions and objectives related to CRM completed & achieved, including BTQ activations, local & international event coordination, department store operation/marketing team cooperation, as well as CRM report/KPI achievements.
Act as supporting role to assist General Manager; in accordance with business analysis and daily operation follow-ups – aim to accomplish sales target, generate wonderful brand experience and deliver exclusive brand image among potential and existing clients.
Key responsibility 1 (40%)
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Business Analysis and Report Preparation
• Collect and monitor accuracy of daily report for internal review/analysis and for NEA/HQ.
• Prepare weekly report to monitor and analysis sales trends by channel (BTQ & POS), by product line for commercial’s taking action plan if needed, and provide CRM activations with its result recap if any.
• Assist to prepare monthly sales report, especially for monthly Boutique Manager meeting to review sales result, as well as propose action plan for the coming months.
• Download HQ reports and KPI dashboard to map with local reports for commercial team’s follow up or improvement/action plans.
• Business analysis reports and commercial data update requested by Commercial Manager, GM, NEA, and HQ.
Key responsibility 2 (30%)
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Strategic CRM Planning, Execution, & Evaluation
• Develop Annual CRM strategy and activation plan.
• Propose clientele action plans for different client segments by applying diverse communication activities.
• Plan and organize in store CRM activation based on mall’s and POS’ seasonal/promotional period and client database to optimize the sales turnover.
• CRM APPs localization, Client Service tools/Apps implementation; monitor KPI achievements/performance aligned with NEA/HQ periodically.
• Gifts ordering and providing wow experience with budget control.
• Client data analysis and management: drive growth and maintain the quality of the database in accordance with HQ guidelines.
• HQ & NEA CRM team coordination.
• Monitor the sales & KPI result of each CRM activation and prepare wrap up report for evaluation and future improvement.
Key responsibility 3 (15%)
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Event Support
• Provide invited VIP list, based on event scales and qualifications for all events, from in-store events to international events.
• Provide commercial team necessary and useful document/content of event for event efficiency and effectiveness.
• Arrange and organize travel details, programs, administrative work and wow effect for international & regional events.
• Act as major contact window between Communication & event team and commercial/BTQ team for all implementation details of event needs.
• Coordinate with product/merchandising for consignment rotation among BTQs/POS to optimize selling opportunities.
Key responsibility 4 (15%)
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Operational & Retail Administrative
• Ensure retail operations are in accordance to internal regulations, & international guidelines; as well as in compliance with labor law while maximize efficiency.
• Assist follow-up of VOC: reminder and action plan if necessary.
• Boutique facility maintenance and daily supply/general expenses, including SAP: payment request (PO), vendor creation, payment follow-up.
• Coordinate trainings, and compliance reports requested by Richemont RRF, such as HR, security, audit, and finance.
