CRM adds value by effectively representing Bulgari as a brand, its character, personality, and product assortment while taking into consideration the individual client’s needs and motivations.
As the Regional CRM Manager, Asia Pacific, you will be responsible for the successful development, implementation, and management of CRM activities in Asia Pacific regions. In order to further cultivate client development culture, you will work closely with the Product Managers to contribute significantly to the establishment of a premium clientele base and to ensure the CRM works effectively for all aspects of the Maison. You must be willing to work with passion and grow with the brand.
- Take ownership and drive a compelling CRM client-focused strategy that delivers high levels of customer engagement, retention, traffic, and client experience.
- Develop CRM engagement strategies with Product Managers, Data Analytics to create meaningful client experiences and drive acquisition, retention, and client lifetime value.
- Drive engagement with the clients through exciting and relevant offers and communications across the region during key events
- Collaborate with Product Managers to drive a high level of client engagement and support business objectives
- Ensure a high level of CRM reporting, delivering timely updates on customer cohort performance, supporting campaigns and events
- Maintain strong vendor relationships via close collaboration with vendors on CRM product roadmap and strategy.
- Manage best practices, outstanding utilization of CRM tools, and proper governance.
- Coordinate and ensure the local implementation of various database related projects across Asia Pacific, such as Salesforce.
- Work closely with store teams to plan, execute and manage unique and memorable client experiences (e.g. birthdays, anniversaries, seasonal gifting) at store level, with alignment to brand guidelines and budget.
- Analyze client data: monitor all clients related KPI’s as per Corporate’s guidelines, establish monthly reports/statistics and ensure their timely delivery to local management and Corporate.
- Manage the local client database: ensure the accuracy and quality of client data in current database, set objectives on quantitative and qualitative data collection. Ensure the database is segmented and effectively for targeted marketing activities.
- Monitor and maximize client lifetime value strategies ensuring maximum ROI.
- Achieve CRM KPIs such as acquisition rate, retention rate, conversion rate and data accuracy.
- Ensure outstanding client satisfaction through timely responses, via email or calls, with client-centric solutions
Bulgari is an equal opportunity employer. We celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where anyone/everyone belongs.
