BOUCHERON - Senior Omnichannel and PCRM Manager, China
Kering
Shanghai, 75, 75007
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07/20/2023
BOUCHERON - Senior Omnichannel and PCRM Manager, ChinaBoucheron - Fixed Term (Fixed Term)
Shanghai - Mainland ChinaCreated by Frédéric Boucheron in 1858, Maison Boucheron has evolved through four generations of direct descendants. A visionary designer and the very first of the great contemporary jewelers to open a boutique on Place Vendôme, Boucheron still embodies absolute excellence in Jewelry, High Jewelry and Watchmaking today. The Boucheron style, free and daring, never ceases to invent the classics of tomorrow.
Position Name:
Senior Omnichannel and PCRM Manager, China
Location:
Shanghai, China
Position Description:
Reporting to General Manager, China, you will be responsible for PCRM (prospect and client relationship management) and digital business to secure the omnichannel and mindset success in China market driving operational excellence and close cross function collaboration. You will also be responsible for building and maintaining the PCRM ecosystem and client data insights.
Team scope:
Omnichannel (TMALL, Wechat mini-program, .cn…) + CRM (system and data analysis)
Your main missions would be the following:
Omnichannel
· Build up omnichannel strategy and implementation plan in partnership with Retail, Merchandising, CRM and Customer Service team to promote the O2O mindset and optimize the O2O operation
· Lead and strategic planning China omnichannel digital solutions design and development, based on global project pipeline and local roadmap, including omnichannel commerce solution (covering website, Tmall, wechat mini-program), wecom, tracking and call center solution, work with internal and external partners, per strategic brand image and optimal omni customer experience.
· Work closely with tech delivery team and 3rd parties following agile approach to ensure that features and releases are proceeding according to schedule and meeting omni-functional specifications.
· Responsible for omni-channel performance review, analysis and continuous optimization
CRM
· Build local PCRM strategy along with CRM Manager for omnichannel client engagement planning and execution to drive omnichannel sales, liaise with local and global teams (CRM, Retail, IT etc…)
· Drive and manage the project to build and manage the local CRM ecosystem including the CDP, clienteling app, digital customer card, implementation of Wechat binding. Ensure the constant evolution and improvement of the local ecosystem to ensure optimized client and retail experience.
· Partner with marketing to build local PCRM campaigns on Wechat and marketplaces.
· Partner with international PCRM Team, IT teams and retail team for new projects and PCRM tools to ensure successful training, rollout and adoption in retail
Data Analysis and Insights:
· Be responsible for the definition, production and management of client insight analysis for the Maison to answer strategic needs and improve understanding of our prospects and clients and drive business decisions.
· Be the owner of all Client & Prospect Data and privacy topics in China
· Analyze and follow PCRM KPIS and build action plans with retail to achieve results in data capture, transformation, retention and reactivation
· Drive database quality (cleansing and deduplication)
Who you are:
Ø At least 7-10 years of related working experience in Luxury / Fashion industry.
Ø On hand CRM/omnichannel project/solution management experience. Commercial and retail driven mindset
Ø Bachelor's or advanced degree holder in IT, EC or related disciplines
Ø Project experience in Ecom/ wecom/call center/CRM/Omni-channel related domains is MUST
Ø Strong logic thinking, great attention to details and strong customer-centric mindset
Ø Project management and Reporting tools’ knowledge
Ø Passion to drive delivery
Ø Strong communication and teamwork
Ø Proficient in Microsoft office Excel, PowerPoint and E-Commerce IT tools
Excellent command in written and spoken English
| #LI-DNI
BOUCHERON - Senior Omnichannel and PCRM Manager, ChinaBoucheron - Fixed Term (Fixed Term)
Shanghai - Mainland ChinaCreated by Frédéric Boucheron in 1858, Maison Boucheron has evolved through four generations of direct descendants. A visionary designer and the very first of the great contemporary jewelers to open a boutique on Place Vendôme, Boucheron still embodies absolute excellence in Jewelry, High Jewelry and Watchmaking today. The Boucheron style, free and daring, never ceases to invent the classics of tomorrow.
Position Name:
Senior Omnichannel and PCRM Manager, China
Location:
Shanghai, China
Position Description:
Reporting to General Manager, China, you will be responsible for PCRM (prospect and client relationship management) and digital business to secure the omnichannel and mindset success in China market driving operational excellence and close cross function collaboration. You will also be responsible for building and maintaining the PCRM ecosystem and client data insights.
Team scope:
Omnichannel (TMALL, Wechat mini-program, .cn…) + CRM (system and data analysis)
Your main missions would be the following:
Omnichannel
· Build up omnichannel strategy and implementation plan in partnership with Retail, Merchandising, CRM and Customer Service team to promote the O2O mindset and optimize the O2O operation
· Lead and strategic planning China omnichannel digital solutions design and development, based on global project pipeline and local roadmap, including omnichannel commerce solution (covering website, Tmall, wechat mini-program), wecom, tracking and call center solution, work with internal and external partners, per strategic brand image and optimal omni customer experience.
· Work closely with tech delivery team and 3rd parties following agile approach to ensure that features and releases are proceeding according to schedule and meeting omni-functional specifications.
· Responsible for omni-channel performance review, analysis and continuous optimization
CRM
· Build local PCRM strategy along with CRM Manager for omnichannel client engagement planning and execution to drive omnichannel sales, liaise with local and global teams (CRM, Retail, IT etc…)
· Drive and manage the project to build and manage the local CRM ecosystem including the CDP, clienteling app, digital customer card, implementation of Wechat binding. Ensure the constant evolution and improvement of the local ecosystem to ensure optimized client and retail experience.
· Partner with marketing to build local PCRM campaigns on Wechat and marketplaces.
· Partner with international PCRM Team, IT teams and retail team for new projects and PCRM tools to ensure successful training, rollout and adoption in retail
Data Analysis and Insights:
· Be responsible for the definition, production and management of client insight analysis for the Maison to answer strategic needs and improve understanding of our prospects and clients and drive business decisions.
· Be the owner of all Client & Prospect Data and privacy topics in China
· Analyze and follow PCRM KPIS and build action plans with retail to achieve results in data capture, transformation, retention and reactivation
· Drive database quality (cleansing and deduplication)
Who you are:
Ø At least 7-10 years of related working experience in Luxury / Fashion industry.
Ø On hand CRM/omnichannel project/solution management experience. Commercial and retail driven mindset
Ø Bachelor's or advanced degree holder in IT, EC or related disciplines
Ø Project experience in Ecom/ wecom/call center/CRM/Omni-channel related domains is MUST
Ø Strong logic thinking, great attention to details and strong customer-centric mindset
Ø Project management and Reporting tools’ knowledge
Ø Passion to drive delivery
Ø Strong communication and teamwork
Ø Proficient in Microsoft office Excel, PowerPoint and E-Commerce IT tools
Excellent command in written and spoken English
| #LI-DNI