Kerja Sepenuh Masa, CRM Executive, APAC di RIMOWA - Maukerja

Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel. For more than 120 years, we’ve dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design. At RIMOWA we believe that great ambitions demand resilient companions. It’s why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime.

Please join us to discover your own

Together with the CRM Manager, Asia Pacific, the CRM Executive will be responsible to support and implement strategies to enhance client experience and brand desirability. This role will be a key player in developing client relationships, analysing customer data, and working closely with the retail teams to tailor personalised experiences for local clientele in the Southeast Asia & Oceania region (Singapore, Australia, Malaysia, Thailand, and Wholesale markets).

Support CRM performance & database management

• Monitor and support stores to drive CRM KPIs in line with global standards (1-to-many and 1-to-1 outreaches, appointments, local clients, top clients, prospect conversions etc..)
• Regularly work with stores to ensure the accuracy and quality of customer data in the current database, follow up on objectives on quantitative and qualitative data collection
• Execute action plans to increase loyalty and retention rates among existing clients while also aiming to attract new prospects
• Coordinate local implementation and maintenance of CRM systems and tools
• Track performance of the region by analysing data, deep diving into reporting, consolidating feedback and providing corresponding action plans
• Monthly CRM reporting on KPIs and ad-hoc reports on database insights/analysis
• Regular catch-up/communication, validation process management and feedback sharing with HQ/Regional team

Client experience development through strong clienteling calendar

• Drive local sales, continue to reinforce brand positioning and desirability, deliver outstanding luxury brand client experience through events & clienteling practices
• Work closely with retail, ECOM, merchandising and VM teams to build a localised clienteling and communications calendar
• In line with global guidelines, steer client advisors in building their client portfolios through qualitative types of actions (Relationship building, Gifting, Events etc..)
• Organize in-store events and campaign activations: suggest and develop formats relevant to local market respecting the brand’s DNA, product launches and budget in close collaboration with HQ, key stakeholders and external vendors
• Evaluate effectiveness of each event/campaign and send post evaluation reports to all relevant parties including HQ in a timely manner, follow-up on event ROI
• Ensure proper follow up of expenses & monthly financial reporting including the monitoring of in-store clienteling budget usage

Explore new partnership opportunities on client acquisition and bring new lifestyle experiences to our clients

• Explore new partners on local client recruitment
• Ensure every touchpoint is optimized for exceptional service from brand story-telling, browsing to purchasing and post-purchase follow-up
• Provide true-to-brand experiences to new prospects focused on heritage, craftsmanship, and the values behind the brand
• Reinforce partnerships with the landlord CRM/Marketing teams to ensure continual recruitment of high potential customers through brand collaboration and events
• Be always on a look out for potential and new experiences relevant to the brand: source and negotiate with external vendors such as creative agencies, caterers, contractors, technicians, decorators, security services etc..
• Leverage on social media and stay informed about market trends in the luxury sector; understand competitor strategies; identify opportunities for growth within existing clientele or through new prospects

Key Requirements & Competencies

• Degree holder with at least 4+ years experience in CRM-related roles, preferably in the luxury industry.
• Strong PC skills in MS Office applications and exposure to CRM software and tools
• Excellent communication and presentation skills, with excellent fluency in spoken and written English.
• Client focus, strategic thinking, excellent people skill, business acumen, analytical ability, problem solving, planning and organizing skill.
• Outgoing and friendly, assertive, positive service attitude & teamwork and action-oriented