Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core. Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in...

Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core.  Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.

Regional CVM Manager, Asia Pacific (Customer Value Management)

Job level Senior
Work exp 5 Years To 10 Years
Education Bachelor Degree
Skill CRM
Language Chinese - Cantonese, Chinese - Mandarin, English
Location Quarry Bay
Employment type Full Time
Benefits 5-day week, Competitive pay, Dental plan, Discretionary bonus, General holidays, MPF, Performance bonus, Stock option
Industry Retail - Fashion / Accessories
Job function Marketing / Public Relations > Marketing - Customer / Trade Marketing
Marketing / Public Relations > Marketing - Brand / Product Management
Marketing / Public Relations > Public Relation - Events Management
Published On 04/10/2016

Responsibilities

       CVM PERFORMANCE

  • In partnership with Corporate CVM Senior Manager, Regional Director of BPC / Head Of Retail and Regional Customer Insight define regional retention targets for the region/countries and for individual stores    
  • Report back to Corporate CVM Senior Manager on performance and customer retention strategy plans. Provide regular regional feedback.    
  • In partnership with Regional Customer Insight regularly monitor regional and stores’ performance and obtain the necessary insight to unlock specific opportunities       

                   

    CUSTOMER RETENTION STRATEGY PLANNING      

  • In line with the Global Customer Retention Strategy, develop yearly, quarterly and monthly regional plans to be executed through the Retail line    
  • Communicate to regional/Country/Market Directors and BPC Managers key CVM focuses and actions    
  • In partnership with Regional Customer Insight, interpret on a monthly basis key top customers retention opportunities and input this as part of the customer strategy plans for the Retail leaders and Burberry Private Clients team.    
  • In partnership with the Director of BPC / Head Of Retail and Marketing define the regional/country value proposition that would maximise the overall contact strategy targeting       

                   

    SET UP RETAIL FOR CVM SUCCESS      

  • In partnership with Director of S&P, define a holistic CVM training plan, looking at on-boarding, ongoing support and ad hoc training needs    
  • In partnership with Corporate CVM team and Retail Operations, ensure all stores receive and are able to use all CVM tools    
  • Coordinate a consistent regional Quality Monitoring of the programme and follow up on any challenge that arises. Regularly feedback to corporate on quality of communication from Sales Associates    
  • In partnership with Director of BPC / Head of Retail, set CVM Budget and monitor ROI    
  •  In partnership with Regional/Country/Market directors, ensure that in-store CVM Leads are appointed, regularly assessed and upskilled if needed    
  • Support and coach in-store CVM Leads, by filtering down key monthly CVM messages and by gathering feedback    
  •  Guardian of legal & operational regional compliance of CVM activities for the region      

 

Qualification                        

  • 5 years minimum experience in CRM/Clienteling Role      
  • Strong Analytical Skills    
  • Project Management Experience    
  • Solid Retail Experience preferred    
  • Great communicator with leadership and Influencing skills    
  • Team Player    
  • Business Acumen    

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.