Tiffany & Co.

Client Development and CRM Manager, Thailand

Location 地點 TH-Bangkok
Req # 申請號碼
41459
Category 種類
Retail Support

Overview

Tiffany & Co. … the name instills images of True Love, Romance and The Blue Box. Since 1837, the masterpieces of Tiffany & Co. have defined style and celebrated the world’s great love stories. Tiffany & Co.’s rich heritage of celebrated artists, milestones and magnificent jewelry sets the foundation upon which our employees stand. Tiffany employees are passionate, kind and professionally committed. We continually educate ourselves about new merchandise collections, cultures and the evolving luxury market. Our respect and love for the brand creates a workplace like no other. For us, it is a dream to be associated with a company that is forever aligned with exquisite craftsmanship, timeless design and a dedicated commitment to corporate sustainability.

 

We are looking for a dynamic individual with passion in Customer Relationship Management (CRM) and Client Development who wishes to make a difference in the organization with our expanding luxury business. Under the guidance of Retail Director, Thailand, you will support to achieve Company’s business objectives through development and execution of the CRM and client development plans for Thailand.

 

This position is based in Thailand.

Responsibilities

Key Accountabilities

 

Identify Thailand’s High Jewelry (HJ) Landscape and build TCO Strategy with Retail Director

- Competitors’ analysis – HJ Landscape, HJ spending by brand and event activities

- Identify HNWI hub (network) in Thailand

- Recruit new HJ Client Portfolio

 

Maximize high ticket sales opportunities through intensified Clientelling efforts and events participation

- Strengthen and cultivate relationships with new high-jewelry customers to meet Client Development Team yearly sales plan

- Optimize all customer engagement opportunities relating to key business initiatives

- Consistently, accurately and appropriately capture all customer data and all actions taken in support of building and developing lasting client relationships

- Work with Marketing on CRM program for our top Tiffany Registered customers

- Leverage customer reports to understand customer demographics, purchasing trends and patterns to develop effective sales strategies

- Implement strategies to achieve individual target sales plan

- Maximize the resources, e.g. selling event opportunities, to achieve sales goals

 

Customer Development and Prospecting

- Prospect right networks to cultivate new high jewelry clients out of store

- Identify VIP customers of other luxury brands, create strategies to outreach to such individuals and execute outreach

-  Understand and know your assigned portfolio client list, delicately execute client discovery depending on client relationship, share during cross-functional team meetings involving Management, CD cross-functional team  

- Provide weekly report on outreach contacts made to date and any sales update

- Collect Market and competitor insights to share with Management and Store leaders

 

Service Excellence & Customer Focus

- Consistently provide exceptional customer service and experience in all customer interactions, in-store and outside the store

- Provide support to resolve customer complaints and special situations as they arise, in-store and outside the store

- Demonstrates professionalism and champion’s customer focus as one of the Statement Ambassadors in Thailand. Works with other internal departments to support company objectives including: CRM Asia Pacific, Merchandising and Marketing

 

Customer Relations Management

Work together with the Marketing Manager to:

- Drive marketing programs to support client recruitment and development

- Customer segmentation analysis with correlating program design and implementation

- Data and system platform management

- Develop country specific CRM program under the guidance of central and regional marketing

- Cover all Customer Information Management (CIM) duties

- Work closely with Market Leader and Store Management to drive CRM programs and tools and ensure effective deployment to drive sales, recruitment and retention

- Develop country specific CRM programs under the guidance of regional CRM/Marketing. Provide training as needed as well as communication support on CRM topics to Store team

- Manage ordering & inventory of collateral, tools, gifts

 

Qualifications

Required

- 5+ years of retail/relevant business development experience in luxury industries preferred [ e.g. Luxury Retail, Private Banking ]

- Possess the passion for Tiffany & Company brand to share knowledge on a range of products, stones, history and services to convey Tiffany & Company heritage and values

- Driven, energetic and independent. Thrives in meeting new people

- Possess a full understanding of the Thailand marketplace and client demographic, an established client book – highly desirable

- Strong negotiation skills with excellent verbal and written communication and interpersonal skills

- Proficient in MS Office, computer knowledge

- Fluent in English & Thai Language

 

Preferred

Bachelor’s degree in Business Administration, Marketing or equivalent is preferred

- Solid knowledge base on gemstone, jewelry and timepieces - GIA Certification is a plus

 

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