Our client is an European lifestyle fashion brand. Today, they continue to experience successful and sustainable growth, the company is now searching a high calibre candidate for an Omni-Channel and CRM Senior Manager based in Korea.
Reporting directly to the Sales Director Korea, and working very closely with the local teams and the HQ, you are responsible for defining, recommending and implementing an Omni-channel and CRM strategy in Korea with the objective to enhance and develop the brand awareness, profit grow and to provide quality services to customers. You will manage a team of 4 people: e-retailer Manager, Digital flagship Manager, 2 CRM Managers.
Your main responsibilities will be:
1) E-Commerce & Omni-Channel
• Grow the online sales revenues of the brand's e-commerce flagship and e-retailers, including full P&L responsibilities
• Define and execute e-commerce strategy in regards to user experience, merchandising, digital media, with a focus on key business KPIs
• Ensure sustainable growth of digital footprint in line with the premium positioning of the brand
• Develop Omni-Channel services to provide an integrated customer experience (i.e. tablet in store, 1H pick-up, Ship-from-Store…) by aligning global expectations and local market specifications
2) CRM
• Establish the customer centric strategy and execute CRM operations (in-store activation and promotion operations in line with local market)
• Drive customer activation through proper CRM KPIs management ( new recruitment opt-in, re-purchase of existing, reactivation of sleeping members, best customers management, customer lifetime value,....)
• Grow customer engagement through all touch points (offline POS, MMS/SMS, Kakao, and other social medias,…)
• Provide the organization with quantitative and qualitative customer data analysis and insights to drive business performance
• Manage segmentation and communications in coordination with corporate
3) Customer service and after sale service
• Manage operations to ensure proper customer experience and feedback management through all touch-points and journeys
4) Management
• Manage team talents while engaging to achieve goals
• Manage relationship with different regional functions/HQ for all E-Commerce and CRM related issues & external partners (e-retailers, agencies,...)
Qualifications:
• Minimum 8 years total experience including 3-5 years specialized in E-commerce, CRM and Digital Marketing related functions combining keen creativity and strategic thinking
• Experience in international good brands for product categories such as fashion, fashion accessories, FMCG,…
• Experience in product management, merchandising, allocation, planning
• Project management skills: communication, planning, time management,...
• Sound business acumen with solid analytical skills, well-organised and structured
• Strong Leadership, able to drive high performance team
• Able to build strong relationships with business partners to improve the sales
• Fluent in English. Korean is a plus
• Willing to travel 10% of your time