LVMH

Global luxury goods conglomerate owning brands

Assistant CRM Manager

Growth MarketingPosted on Nov 11

Full-timeSingaporeNo salary listedHybrid

About the Job

Requirements

A bachelor's degree in business, marketing, or a related field is required.
At least 4–5 years of experience in CRM or loyalty marketing is required.
Strong PC skills in Microsoft Office applications and exposure to CRM software and tools are required.
Hands-on experience managing CRM databases, customer segmentation, and executing multichannel client communication campaigns is required.
Proficiency in English and Mandarin is required for regional communication.

Responsibilities

Track and report CRM key performance indicators monthly to help the sales team, training team, and store managers understand performance and actions needed to achieve CRM goals.
Analyze data to develop tactical mechanisms, such as recruitment and repurchase campaigns, or improve CRM programs to achieve CRM goals.
Work with brand consultants and interns to ensure client information is updated properly.
Ensure proper client migration, including point-of-sale and brand consultant assignments, when stores open, close, or brand consultants transfer.
Work with the retail team and local markets to set clear objectives for each in-store animation and recruit prospects.
Implement short message service, electronic direct mail, mailer, and clienteling campaigns that support overall brand goals and product launch or animation objectives.
Develop, oversee, and implement the gifting program, including forecasting and proper allocation to stores.
Create offers and compelling experiences for high-value customers, such as exclusive VIP events and VIP birthday celebrations, to enhance customer affinity for the brand.
Work with the marketing team to develop events that support overall product campaign objectives.
Plan and execute in-store events to drive retention and increase overall average customer spend.
Work with the ecommerce team to increase ecommerce purchase penetration among existing clients and improve omnichannel overlap.
Ensure proper handling of customer service inquiries and service recovery.
Manage CRM expenses within the allocated budget and ensure the budget is spent efficiently.
Explore CRM opportunities and partnerships focused on recruiting potential new customers and initiating activities and events to pamper and indulge customers.

Desired Qualifications

Proficiency in Vietnamese and/or Bahasa Indonesia is advantageous for supporting operations across Southeast Asia.
Experience in the retail, luxury, or beauty industry is preferred.

Job Description

The incumbent will be responsible for CRM activities for Singapore and provide support for the emerging markets (Vietnam, Indonesia and Philippines). This includes analyzing, monitoring, implementing, and reporting on Dior's Customer Relationship Management programs and initiatives while continually striving to increase the efficiency of these programs to improve results.

MAIN RESPONSIBILITIES

DATA ANALYZING & MONITORING

Track & report CRM KPIs monthly to help sales team/training team and store managers be aware of their performance and action to take to achieve CRM goals.
Analyze data to develop new tactical mechanisms (e.g. Recruitment campaigns, repurchase campaigns) or CRM program improvements to achieve CRM goals.

DATABASE MANAGEMENT

Work with BCs and Intern to ensure proper update of client information
Ensure proper client migration (POS assignment, BC assignment) should any changes such as store closure, store opening, transfer of BCs occur.
Work on prospect recruitment through setting clear objectives with retail team & local markets for each animation

CLIENT COMMUNICATION / GIFTS MANAGEMENT

Implement SMS, EDM, Mailers & Clienteling campaigns which support overall brand goals as well as product launch/animation objectives.
Develop, oversee, and implement gifting program which includes forecasting & proper allocation to store

CLIENT ENGAGEMENT EVENTS

Creation of offers and compelling experience for high value customers (e.g. Exclusive VIP event, VIP Birthday Celebrations etc) to enhance client’s overall brand love.
Work with marketing team to develop events that supports the overall product campaign objective.
Plan and execute instore events to drive retention and increase overall client average spend.

OTHERS

Work with Ecommerce team to drive Ecommerce purchase penetration amongst existing clients and increase overall Omni-Channel overlap.
Ensure proper handling of customer service enquiries and service recovery.
Manage CRM expenses within allocated budget, ensuring budget is spent most efficiently
Explore other CRM opportunities and partnerships focusing on recruitment of new potential customers and initiating activities and events with interesting execution to pamper and indulge customers

Qualifications

Bachelor’s degree in business, Marketing or related field
At least 4-5 years of experience in CRM or loyalty marketing, preferably within the retail, luxury, or beauty industry
Strong PC skills in MS Office applications and exposure to CRM software and tools
Strong stakeholder management and communication skills, ability to work with different internal/external stakeholders
Hands-on experience managing CRM databases, customer segmentation, and executing multi-channel client communication campaigns
Client focus, analytical ability, problem solving, planning and organizing skills
Proficiency in English and Mandarin is required for regional communication, while proficiency in Vietnamese and/or Bahasa Indonesia would be an advantage for supporting operations across Southeast Asia.

Additional Information

About the Company

LVMH

Global luxury goods conglomerate owning brands

LVMH is a French luxury group that owns about 75 brands, called Maisons, across five divisions. Each Maison keeps its own identity while LVMH provides capital, expertise, and a global retail network, and it designs, makes, and sells products through its own boutiques, department stores, wholesale partners, and e-commerce, plus it invests in emerging brands via LVMH Luxury Ventures. Its portfolio covers Wines & Spirits, Fashion & Leather Goods, Perfumes & Cosmetics, Watches & Jewelry, and Selective Retailing, with brands such as Moët & Chandon, Louis Vuitton, Dior, Sephora, and Tiffany & Co. The goal is to grow and sustain value of its luxury brands worldwide by expanding distribution, supporting new labels, and maintaining a leading position across its portfolio.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1923

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