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KENZO Client Development Supervisor (Manager)
manager · Other
The Client Development Supervisor (Manager) is responsible for the animation and coordination of all client development activities in China.
CRM Strategy
• Co-lead the development of the regional CRM strategy with manager and cross-function collaboration, owning client acquisition, engagement, retention, and reactivation targets.
• Translate global CRM guidelines into localized action plans, adapting initiatives to fit market-specific behaviors and commercial opportunities.
• Leverage CRM dashboard and reporting tools to conduct data analysis, translating complex metric into strategic inputs and recommendations that foster business performance.
• Develop and drive key CRM KPIs (recruitment, conversion, retention rate, repeat purchase and client lifetime value) by coordinating tactical initiatives, such as in-store event, client reward/experience programs, and other targeted engagement actions.
Client Data Intelligence
• Own the quality and accuracy of the regional client database, working with retail managers & store teams to ensure solid data capture, enrichment, and segmentation.
• Collaborate with IT and external vendors to maintain and enhance CRM tools, troubleshooting system usage issues and providing feedback for continuous improvement.
• Ensure full compliance with local data privacy regulations and brand/client data governance standards.
Clienteling & Experience
• Leverage client behaviors analysis to identify key client segments (high-potential, sleeping, opportunity clusters), drive clienteling tools and practices, enabling personalized, data-informed, and commercially impactful interactions at every touchpoint.
• Partner closely with retail & training team to develop and deliver training resources that equip SA with the skills to proactively manage client portfolio, track development objectives, identify clients‘ key moments and product preferences, and trigger tailored experiences, appointments and outreach.
• Work alongside the Marketing team design and execute client-centric activations (in-store events, VIC appointment and gifting) that drive traffic, recruitment and sales.
• Manage CRM budget strategically with measurable ROI to improve yearly client retention, reactivation rates, and share of revenue.
Requirement:
• A minimum of 3-4 years in CRM roles in a luxury fashion or premium retail environment, Retail Oriented;
• Strong analytical mindset with proficiency in CRM systems, clienteling apps, and reporting dashboards (e.g. Salesforce, PowerBI, WeCom, Tableau or similar).
• Excellent command of Excel (V-lookup, Pivot table) and PowerPoint for reporting and presentations.
• Experience of budget planning and management.
• Excellent planning skills and presentation skills
• Excellent communication, negotiation, and interpersonal skills,
• Fluent English; team player; proactively; full of energy & passion for KENZO