Coachwasfoundedin1941asafamily-runworkshop,andtodayisaleadingNewYorkdesignhouseofmodernluxuryaccessoriesandlifestylecollections.WeattributetheprominenceoftheCoachbrandtotheuniquecombinationofouroriginalAmericanattitudeanddesign,ourheritageoffineleathergoodsandcustomfabrics,oursuperiorproductquality,andourcommitmenttothecustomerexperience.
AtCoach,webringtogetherstrong,collaborativepeopleinacultureofmutualrespect,support,accountability,andpassionforthebrandandproduct.Ourgoalistoofferaninspirationalandmodernworkplacethatallowsforexceptionaltalenttothrive.
PrimaryPurpose:
CoachGreaterChinaCustomerRelationshipManagerDepartmentisacorecompetencythatisinstrumentalindrivingtheCoachCRMstrategyanddevelopingcustomerrecruitment&retentioncampaignsacrossChina,HongKongandTaiwan.ThisrolewillbeakeymemberoftheCRMteam,reportingdirectlytotheGreaterChinaSeniorDirectorofCRM&RetailMarketing.
ThispersonwillworkcloselywiththeGCCRM&RetailMarketingSeniorDirectortodevelopandexecuteCRMstrategyforGC.Compileandanalyzecustomerinsights,markettrends,andcompetitivelandscapetoidentifycustomerrecruitment&retentionopportunities.TranslateGCcustomerreportsintostrategicinsightstosharewithtopmanagementandglobalteamaswellascrossfunctionpartners.DevelopCoachCRMstrategyandtranslatethestrategyintoexecutionplans.EnsureCRMstrategyinlinewithCoachoverallcompanystrategy.
Strategicmanagement:
·DevelopCRMstrategyandtranslateitintoexecutionplans.
·Initiate,develop,communicateandmonitortheexecutionandevaluationofCRMprograms,inlinewiththebrandpositioningaswellastoreachthedesiredperformancelevel.
·IntegratetheknowledgeandexpertiseofcustomerinsightinpracticableCRMprogramsandactivitiesinordertorecruit,retainandreactivateconsumers.
·Interpretandtranslatethecompany’sspecifiedpolicyintoatacticalCRMapplicationstosupportlocalneeds.
·Creatingin-depthconsumerexperienceandknowledgebydeliveringfeedbackonhowpoliciesandprogramsimpactlocally.
CRMManagement:
·LiaisonwithRetailDirectortoagreebusinessprioritiesandtargetsofrecruitmentsbyRegion,CityandbyChannel
·DrivethedevelopmentofthedifferentCRMProgramstosupportrecruit&retentionbystore/city/region,inparticularthroughdata,informationandinsights
·EvaluatetheapplicationofmarketingtoolkitsandstrictlymonitorthecorrectexecutionofCRMactivitiesinthefield,provideinstructionsonimprovementstothefieldteam,basedonCRMtrackingdata
·Provideahighquality,userfriendlyCRMdatabaseandcustomerinsighttotherestoftheorganizationwhichisup-to-dateandreliable.
·Selectandevaluatethird-partyvendorstodeliverahighquality,efficientandcosteffectivesolutiononaproject-by-projectbasisinlinewithCoachGuidelines.
·ActastheCRMexpertandinformationsourceintheorganization
·Generatemonthlyreportsandreviewsformanagement&crossfunctionalteamabouttheCRMdevelopments.
ConsumerInsightsandCompetitiveStudy:
·Collectcompetitiveintelligence,consumerinsights,overallmarket/economictrendandperformin-depthanalysisontheimplicationsoftheseinsights,thenprepareregularGCcustomerdeepdivereportaccordingly
·Proactivelymonitorbestpracticeofcompetitorandtheindustryaswellasbreakthroughdigital-enablednewretailtrends;UnderstandtheapplicationofthesetrendsonCoachCRMstrategy
·Buildacenterofexcellencearound3rdpartypartnersandvendors.Developin-depthknowledgeaboutthecapabilitiesofthesevendorsandasustainableplantoengagethesevendors
Financialandefficiencymanagement:
·ManagementandachievementofkeyKPIs-recruitment,retention,reactivation
·ManageefficientlyandeffectivelythebudgetedfixedcostsonCRM
·Analyseandexplaindeviationsandtakecorrectiveactions.
Theaccomplishedindividualwillpossess...
·Atleastfiveyearsofclient-facingexperienceinretailindustryoratatoptierManagementConsultingFirmorResearchFirm,ideallywithRetailorMarketingspecialization
·Provenstrategicvision,theabilitytoseethebigpictureandthinkstrategically.
·Problemsolvingskills:identifyproblems,decomposeproblemsandstructuresolutionstosolveproblems
·Stronganalyticalskills:understandandsummarizebusinessimplicationsofnumbers,industryreportsandcustomerinsights
·HaveknowledgeonBusinessIntelligence,DatabaseModeling,DataMining,Statisticsarea
·StrongPPTandExcelskillisamustforbusinessreporting
·NativefluencyinbothEnglishandMandarin
·StronginterestonChinaluxurymarkettrends,industrylandscapeandconsumers
·Pragmaticandresult-orientedinnature
Anoutstandingprofessionalwillhave...
·Strongentrepreneurialspirit,andself-motivationtotakerealownership
·Curiosity,andapassiontolearnandtomakeanimpact
·Adigitalmindset:understandsthedigitaltrendsandknowshowtobestleveragethem
·Agilityandflexibilitytobehighlyresult-oriented
·Avestedinterestinfashionandapparel
Coachisanequalopportunityandaffirmativeactionemployerandweprideourselvesonhiringanddevelopingthebestpeople.Allemploymentdecisions(includingrecruitment,hiring,promotion,compensation,transfer,training,disciplineandtermination)arebasedontheapplicant’soremployee’squalificationsastheyrelatetotherequirementsofthepositionunderconsideration.Thesedecisionsaremadewithoutregardtoage,sex,sexualorientation,genderidentity,geneticcharacteristics,race,color,creed,religion,ethnicity,nationalorigin,alienage,citizenship,disability,maritalstatus,militarystatus,pregnancy,oranyotherlegally-recognizedprotectedbasisprohibitedbyapplicablelaw.