CX & CRM Specialist, Travel Retail Asia

1. Data quality and Compliance

• Act as the subject matter expert for customer data governance, ensuring best-in-class data quality, integrity, security and compliance across the market.

• Lead initiatives to continuously improve client data capture standards, customer profiling practices and database enrichment.

• Provide strategic guidance and coaching to retail teams on CRM compliance, data protection, clienteling best practices and customer information management.

• Perform account merging and data clearance to improve data quality of the database.

• Serve as the gatekeeper and key advisor for customer data security, ensuring alignment with Maison standards and local regulatory requirements.

1. CRM Analysis and Reporting

• Perform in-depth analysis on customer behaviors and retail performance, present the findings to retail stakeholders to support business decisions and actions.

• Partner with retail, merchandising and management teams to shape action plans based on customer insights and performance indicators.

• Champion a data-driven culture within the organization by promoting the effective use of CRM analytics in business planning.

1. CRM Activations

• Adapt the group segmentations to the local strategic needs, focus on the targeted segments and coordinate corresponding action plans.

• Act as the key partner to retail stakeholders in identifying high-potential client opportunities and defining corresponding engagement strategies.

• Manage the end-to-end execution and measurement of CRM campaigns, ensuring alignment with Maison priorities and customer expectations.

• Lead the deployment and adoption of CRM tools, establishing best practices and driving change management across retail teams.

1. Customer Experience

• Support as the customer experience ambassador ensuring seamless customer journey across TR Asia stores in alignment with Maison guidelines and local market specificities.

• Lead customer experience initiatives and projects aimed at enhancing service quality, emotional engagement and overall client satisfaction.

• Drive the launch and adoption of customer experience tools and programs, develop guidelines, best practices and success metrics.

1. Customer Service

   • Act as the key CRM and CX partner to retail teams, leveraging customer and service insights to elevate service performance.

   • Analyse Service Excellence Visits in each TR Asia store and work on service action plans with respective retail teams.

   • Deliver service KPIs closely working with training and retail teams.

   • Drive the localization and implementation of worldwide service excellence programs and initiatives.

   • Influence and support retail teams in adopting customer-centric behaviors and best practices that strengthen loyalty and long-term client relationships.

Profile:

• University graduates in related disciplines with at least 5 years of experiences in CRM or customer data management, preferably in retail business environment.

• Ability to work independently and to adapt to a fast-paced, changing environment.

• Able to develop and maintain collaborative relationships and foster teamwork with multiple levels/departments within the organization.

• Very strong data analysis skills, project management and time management skills.

• Service and business oriented.

• Proficient in Excel, PowerPoint and PowerBI.

• Good command of written and spoken English, Mandarin and Cantonese.

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