Requirements
The role requires 1-3 years of experience in CRM, campaign management, clienteling, or customer experience, preferably with a background in retail (luxury, fashion, or eyewear) and hands-on experience with CRM platforms like Salesforce. Strong technical skills include proficiency in CRM software, customer databases, Microsoft Office Suite (especially Excel), and ideally SQL or Power BI. Key responsibilities involve executing CRM campaigns, optimizing customer journeys, building customer segments, supporting clienteling adoption in stores, monitoring campaign performance, and maintaining customer data quality.
Description
JOB PURPOSEThe CRM & Clienteling Executive supports the delivery of CRM and clienteling initiatives across the region, driving customer loyalty, retention, and lifetime value for both VIC and non-VIC clients. The role focuses on executing personalized CRM campaigns, automated customer journeys, and clienteling activities that strengthen the relationship between clients and their dedicated sales advisors, with the objective of increasing retention, purchase frequency, conversion, AOV and lifetime value.Qualifications and Education:• Bachelor's degree in a related field (e.g., business, marketing, fashion) is preferred.Experience:• 1-3 years of experience in CRM, campaign management, clienteling or customer experience• Background in retail (luxury, fashion, or eyewear is preferred)• Hands-on experience with CRM platforms (Salesforce is preferred)• Data-driven mindset with strong analytical skillsTechnical skills:• Proficiency in CRM software and customer databases to manage client information and trackinteractions• Ability to build customer segments and read campaign and retention reporting (open, click,conversion, repurchase rate)• Microsoft Office suite, with strong Excel skills; SQL or Power BI a plus• Strong organizational and multitasking abilities, with a keen attention to detailJOB RESPONSIBILITIES• Execute CRM and clienteling campaigns across multiple channels, ensuring timely and accuratedeployment.• Support the creation, testing, and optimization of automated customer lifecycle journeys to improve retention and engagement.• Build and maintain customer segmentation and target audience selection for CRM and clientelinginitiatives, identifying opportunities to strengthen loyalty, retention, reactivation, and lifetime valueacross VIC and non-VIC clients.• Support clienteling adoption in stores through CRM/clienteling tools usage (e.g. Salesforce,WhatsApp Business), guidelines, and training materials.• Coordinate with Creative, Retail Operations, Commercial, and other cross-functional teams toensure successful campaign execution.• Monitor campaign performance and report on CRM and clienteling KPIs — retention, conversion,AOV, LTV — turning results into actionable insights that optimize engagement, retention, andconversion.• Maintain customer data quality and leverage CRM systems to support personalization andclienteling initiatives.• Support the delivery of clienteling programmes in partnership with Retail Operations.