CRM Manager

Drive CRM strategy and client experience across Southeast Asia and Oceania for a leading luxury brand, with a strong focus on customer acquisition, retention, and lifetime value. Own both strategic direction and operational execution, ensuring seamless, personalised experiences across retail, wholesale, and ecommerce channels.

Partner closely with commercial, marketing, and retail teams to deliver impactful clienteling initiatives, leveraging customer insights, segmentation, and analytics to inform decision-making. Lead CRM reporting, performance tracking, and action planning to drive retail KPIs and enhance customer engagement.

Oversee omnichannel client management, including campaign targeting, data capture, and integration across systems, ensuring accurate and actionable customer data. Drive boutique activations, client experiences, and engagement programs to increase footfall, appointments, and brand affinity.

Manage gifting and client treatment strategies, coordinating personalised experiences and high-value engagement initiatives. Ensure compliance with data privacy regulations while continuously refining segmentation, communication strategies, and customer journeys.

• Minimum 5 years of experience in CRM and customer experience

• Experience in luxury, retail, or premium brands preferred

• Strong proficiency in CRM and analytics tools (e.g., Salesforce, Looker, Medallia)

• Strong understanding of customer segmentation, clienteling, and lifecycle strategies

• Experience working across omnichannel environments (retail, ecommerce, wholesale)

• Strong stakeholder management and cross-functional collaboration skills

• Bachelor’s degree in Marketing, Business, or related field