Delvaux CRM Manager

Delvaux is a prestigious luxury fashion brand known for its exquisite craftsmanship and innovative designs. With a rich heritage, Delvaux continues to set the standard in the luxury market, offering unique and high-quality products to discerning customers worldwide.

1. Provide weekly and monthly CRM reports.
2. Monitor CRM action results by store and individual staff.
3. Manage CRM tools, send email blasts, and generate call lists according to boutique needs.
4. Conduct analytical analysis of competitors and customer landscape.
5. Promote staff performance through coaching, counseling, and discipline.
6. Stay updated on market trends to improve store operations.
7. Set, track, and report all Retail KPIs.
8. Analyze sales and revenue reports weekly and monthly.
9. Recruit, select, orient, and train store employees.
10. Train and evaluate store employees through role play and Client Experience Program.
11. Develop relationships with key suppliers and vendors.
12. Suggest new operational and selling strategies.
13. Develop CRM strategy and customer loyalty program.
14. Manage CRM budget and expenses.
15. Plan and organize in-store selling events and client activities.
16. Evaluate CRM program efficiency and propose changes.
17. Oversee direct communications with customers through CRM.
18. Build customer base by developing rapport with VIP customers.
19. Generate new business opportunities and host events.
20. Handle customer complaints to maintain brand reputation.
21. Develop and manage ongoing email campaign strategy.
22. Evaluate staff customer service levels.
23. Set objectives for each store based on weaknesses.
24. Lead sales team to improve client experience results.
25. Develop training program on customer service standards.
26. Review feedback from frontline staff and assist in staff coaching.

1. At least 5 years of experience in Retail Management.
2. Knowledge of retail management best practices.
3. Strong communication and interpersonal abilities.
4. Excellent organizing and leadership skills.
5. Commercial awareness.
6. Analytical mind and familiarity with data analysis principles.
7. Comprehensive understanding of VIPs, CRM, and events operations.
8. Customer-oriented with ability to profile and segment VIP clients.
9. Creativity in customer retention and business growth.
10. Ability to multitask and work under pressure.
11. Good team player and able to work independently.
12. Good command in Chinese and English.

1. Retail management
2. Client servicing
3. CRM tools
4. Client relationship management
5. Communication
6. Interpersonal skills
7. Organizing
8. Leadership
9. Data analysis
10. Customer service
11. Multitasking

At least 5 years of experience in Retail Management, managing client servicing, CRM tools, and client relationship management.

The position is based in Hong Kong, a vibrant city known for its dynamic retail environment. The company fosters a culture of excellence, innovation, and customer-centricity, providing opportunities for professional growth and development.