CX & CRM Specialist, Travel Retail Asia

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.

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.

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.

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.

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 c...