CX & CRM Specialist, Travel Retail Asia
Hermès · Hong Kong
- 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 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.
A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.
Act as the regional CRM, Customer Experience and Service Excellence specialist for TR Asia, driving customer-centric strategies, data governance, client engagement and service excellence initiatives to support business growth, strengthen customer loyalty, and continuously elevate the end-to-end client journey and service experience across the region.