Clients Activation Manager, HKMO
Richemont · Hong Kong
Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.
KEY RESPONSIBILITES
Strategy Localization & Implementation
- Assist in the development and actively lead the implementation of local client activation strategies, ensuring alignment with global brand guidelines and regional business objectives for Hong Kong and Macau.
- Contribute to defining 1:1 client journey across all client tiers, from access to EIP (Extremely Important Person) / VIP experiences, tailored for the local market.
- Support the identification of key local client segments (both existing and prospective) and tailor activation plans to meet their specific needs and preferences within the Maison guidelines for HK & Macau.
- In partnership with local commercial teams and boutique management, support boutique client action planning and execute outreach programs for identified client segments and assist in managing their Return on Investment (ROI).
Client Development & Engagement
- Support the design and lead the localized digital outreach campaigns (via SMS, instant messaging apps, emails, etc.) to drive targeted traffic to boutiques and/or external events.
- Assist in designing 1-to-1 and 1-to-Many client communication strategies via various tools, including CRM-driven campaigns, social media engagement, digital outreach, and mall partnerships, targeting both existing and potential clients.
- Collaborate closely with local sales team to identify key clients and prospects for targeted activation initiatives and foster strong relationships through personalized outreach and follow-up.
- Coordinate guest lists and invitations; manage RSVPs for client events.
- Collaborate with regional communications and client activation teams to ensure consistency in brand messaging and client experience.
Retail Floor integration & Coaching
- Utilize CRM tools to track client engagement, analyze activation campaign performance, and provide insights for future strategies.
- Act as the local champion for the Maison’s clienteling culture. Train and coach Client Advisors on daily outreach habits, luxury manners, and personalized storytelling.
- Drive the adoption and daily usage of MyClient, partnering with boutique leadership to increase client data capture rate and accuracy to support clienteling activities.
- Ensure accurate client data capture and segmentation.
Local CRM Date, Reporting & Budget Management:
- Monitor local database KPIs (acquisition rates, data completeness, etc.) and trigger local actions to combat client churn.
- Provide regular, structured feedback to the regional team to enable more detailed analysis of client behaviors, trends and what resonates locally.
- Support the management of the local client activation budget, ensuring efficient allocation of resources, cost-effective execution, and adherence to financial guidelines and ROI objectives.
Cross-Functional Collaboration:
- Partner with Marketing, Retail Operations, Merchandising, and Communications teams to ensure integrated and cohesive client strategies.
- Collaborate with PR and Events teams to leverage opportunities for client engagement through broader brand initiatives.
- Share best practices and learnings with regional and local market teams.
Qualifications:
- Education: Bachelor’s degree in marketing, Communications, Business Administration, or a related field
- Experience: Minimum of 5+ years of experience in client relationship management, luxury marketing, or client activation, preferably within the luxury goods sector.
- Language Skills: Fluency in English and Cantonese is mandatory. Proficiency in Mandarin Chinese is highly advantageous
- Proven track record of developing and executing successful client engagement strategies that drive loyalty and business results, including experience in new client acquisition and onboarding.
- Deep understanding of the luxury consumer mindset and market dynamics.
- Experience with CRM systems and data-driven marketing approaches, particularly in managing 1-to-1 and 1-to-many communications.
- Excellent project management skills with the ability to manage multiple initiatives simultaneously.
Skills & Competencies:
- Exceptional interpersonal and communication skills, with the ability to engage and influence high-net-worth individuals.
- Action-oriented Analytics with the ability to look at local boutique data and translate immediately into a list of clients the boutique team needs to call that week.
- Creative and innovative approach to client engagement and communication.
- Impeccable attention to detail and a commitment to delivering excellence.
- Ability to work flexible hours, including evenings and weekends, as required for events if needed.
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