Job ref no.: CT3122198-01#0017

Clienteling & VIP Manager (Hong Kong Store Based)


  • 5-day week
  • 13-month pay
  • Dental plan
  • Discretionary bonus
  • Marriage leave
  • Medical plan


  • Lead the stores to achieve CRM KPIs such as quality client data capture, conversion rate, fitting rate, retention rate, recruitment, customer upgrade etc.
  • Perform and analyze different CRM reports to deliver effective CRM programs and achieve business objectives and revenue targets 
  • Understand the customer profiles, spending pattern and habits, consumer insights and propose action plan for each brand 
  • Follow up on execution and implementation of each action plan to drive customer loyalty 
  • Responsible for enhancing customer engagement activities at stores levels and execute clienteling implementation by ensuring training, follow-up and tracking of all actions 
  • Provide day to day support and training to store teams on CRM tools & usage and clienteling 
  • Set the CRM or retail marketing initiatives and strategies aiming to expand and improve quality of customer database for both existing and new clients
  • Drive business through developing in-store clienteling mindset and coach sales associate to define action plan per client 
  • Implement campaign or CRM tools/activities based on customer segmentation to maximize the ROI and response rate
  • Implement CRM programs for member activation, re-purchase stimulation, retention and loyalty program, pre & post campaign analysis
  • Define product based and engagement activities according to the client’s purchasing propensity, needs and culture with the aim to build a strong commercial and tailored relationship with the customer
  • Monitor the VIP program and maintain customer database; follow up on any challenges that arise 
  • Evaluate and review CRM campaign, and provide constructive feedback for continuous improvement on CRM strategies
  • Collaborate with Marketing Department on various retail marketing actions and activities and to develop in store special events/activities to enhance the brand image and sales, recruiting new clients and to involve in the planning and execution of client events
  • Support marketing team on internal and external stakeholders on brand collaborations and partnerships to identify new business opportunities
  • Support for market intelligence such as competitor monitoring tracking including offline and online sources
  • Work closely with Marketing & Retail Operations team and provides initiative to drive sales and traffic to company's business through data analysis, business intelligent report and customer segmentation
  • Manage budgets on the responsible areas, and control related costs
  • Perform other related ad hoc tasks and projects where necessary 


  • Minimum of 7 years’ experience in high-end fashion retail with at least 2-3 years of managerial experience
  • Strong experience in event coordinating and VIP customer servicing. 
  • With strong premium and luxury customers database is a must. Strong sense of luxury service with excellent clienteling skills.
  • Creative mind-set on how to enhance customers’ relations impact on the business
  • Excellent interpersonal skills and dynamic team player 
  • Energetic, passionate and flexible in working in a fast paced environment
  • Service oriented and always put customer as top priority
  • Proven track record to drive increment in sales and enhance the level of customer service and clienteling qualities of the team
  • Excellent verbal and written communication skills in both English and Chinese (Cantonese & Mandarin) 

We offer attractive remuneration and career opportunities. Interested parties please click Apply Now for application with your detailed resume indicating position applied, latest and expected salary.

Data collected will be for recruitment purpose only.