Executive - Customer Relationship Management & Clienteling

JOB PURPOSE

The 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 skills

Technical skills:

• Proficiency in CRM software and customer databases to manage client information and track

interactions

• 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 detail

JOB RESPONSIBILITIES

• Execute CRM and clienteling campaigns across multiple channels, ensuring timely and accurate

deployment.

• 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 clienteling

initiatives, identifying opportunities to strengthen loyalty, retention, reactivation, and lifetime value

across 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 to

ensure 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, and

conversion.

• Maintain customer data quality and leverage CRM systems to support personalization and

clienteling initiatives.

• Support the delivery of clienteling programmes in partnership with Retail Operations.