Senior CRM Executive

Job description

Role Mission The Fragrance and Beauty Senior CRM Executive is responsible for developing and executing client relationship strategies that drive client acquisition, engagement, and loyalty across all retail channels in Vietnam. This role partners with cross-functional teams to deliver data-driven client engagement, oversee end-to-end campaign management, and ensure exceptional client care. The Senior CRM Executive plays a pivotal role in enhancing the client experience, optimizing CRM operations, and contributing directly to the growth of Chanel Vietnam. Key Responsibilities: 1. Client Strategy & Performance Partner with cross functional teams to shape and execute the Vietnam CRM strategy, with a focus on growing the client base and deepening client engagement and loyalty. Develop a client engagement model, leveraging data-driven insights to deliver tailored content via the most effective channels at pivotal moments. Lead innovative CRM initiatives, such as digital engagement platforms, refined audience targeting, and personalized client journey’s, to elevate the client experience. Safeguard the accuracy of the local client database, ensuring robust data collection and meaningful segmentation in alignment with broader regional and global guidelines. Ensure compliance with local data privacy legislation and uphold the highest standards of brand and operational integrity. 2. Campaign Management Orchestrate all phases of CRM campaign activity, from development and planning, to execution, optimization, and comprehensive performance review. Implement systematic approaches for campaign measurement and analysis, ensuring learnings are embedded in future initiatives for sustained improvement. Ensure campaign execution is consistently on-brand and synchronized with marketing calendars, optimizing reach across all relevant client touchpoints. 3. Clienteling & Retail Execution Lead the integration and sustained adoption of clienteling best practices and digital tools across retail teams, championing a culture of service excellence reflected in strong clienteling KPIs. Design and operationalize actionable clienteling strategies that drive recruitment, retention, and advocacy among targeted client segments. Equip retail teams with practical resources, ongoing training, and clear standards to deliver memorable, individualized client journeys in every interaction. Develop and execute impactful client-focused activations to boost boutique traffic, engagement, and conversion, strategically aligned with core brand moments and milestones. Contribute to the planning and seamless execution of CRM-driven events that nurture long-term client relationships and community. 4. Client Care & Customer Satisfaction Oversee client feedback, translating insights into targeted actions for retail and L&D teams to enhance the end-to-end client experience. Act as the primary escalation point for client care, resolving issues promptly and championing a culture of service recovery and continuous improvement. Work in close partnership with retail teams to address client concerns efficiently and empathetically, consistently modeling a client-first ethos in all service touchpoints. Work Experience Minimum 3 years’ experience in a similar role Understanding of retail, ideally within luxury beauty or premium retail sector Experience working in a fast paced, dynamic and cross-functional environment Required Competencies Collaborate effectively with others and takes initiative to drive collective priorities High attention to detail, proactive problem-solving, and client centric mindset Excellent communication skills and ability to manage diverse stakeholder groups