Swatch Group Hiring! Full Time CRM Specialist - OMEGA in Hong Kong Island, Hong Kong - Ricebowl

Data Analysis & Campaign Strategy

• CRM & Data Strategy Management : Segment client databases by purchase history, brand affinity, watch complication preferences, and engagement level for CRM initiatives

• Retail CRM & Analytics: CRM Performance tracking and report on CRM KPIs: campaign ROI, client retention rates, repeat purchase frequency, and database health for all retail marketing, CRM initiatives

• Data System Development & Operations: Manage key aspects of the data management system, including the development and operation of essential system elements

• Analytics Support: Support key business planning cycles with data-driven insights, forecasts, and performance tracking

• Segment Optimization: Leverage data segmentation to optimize targeted outreach, boost client lifecycle value, and drive repeat traffic

• CRM Action Monitoring: Analyze weekly and monthly CRM performance reports, monitoring store-level and individual staff engagement results

• Database Management: Ensure data accuracy, GDPR/privacy compliance, and structured database maintenance across all customer touchpoints

• Market Intelligence: Conduct regular analysis of the customer landscape and local market competitors to maintain program competitiveness

Client Experience & Clienteling Support

• Oversee the implementation and maintenance of the CRM system, identifying and communicating opportunities for system improvement to enhance customer relationship management

• Develop sales support tools, clienteling guidelines, and training materials to enable Client Advisors to cultivate quality, long-term client relationships

• Audit outbound employee-to-client messaging to ensure compliance with company brand guidelines, tone of voice, and professional communication etiquette

• Support Senior Retail Marketing Manager on multi-tier client journey strategies tailored to aspirational buyers, seasoned collectors, and high- net-worth investors

• Assist the launch, and optimize omnichannel lifecycle campaigns for novelty launches, brand activations and Lounge ad-hoc support

• Monitor client activity to identify dormant accounts or milestones (e.g., birthdays, anniversaries, etc) and prepare engagement lists for store teams

• Prepare and organize client communications, exclusive event invitations, and gift packages for store-level distribution

• Coordinate with internal and external parties to ensure excellent execution of marketing initiatives