Regional Clienteling Manager - Fred

This role leads client development strategy across Asia Pacific, with responsibility for client segmentation, engagement planning, budget ownership, and performance tracking. The position also supports high-value client recruitment, oversees client experience initiatives, and drives service excellence as part of a broader client retention and loyalty agenda. 1. Regional CRM & Strategy Deployment • Adapt global client development and clienteling strategies to regional market needs and maturity. • Define annual objectives and strategic KPIs (including NPS) across markets and boutiques. • Participate in the design and execution of regional CRM campaigns (one-to-many and one-to-one) aligned with Maison segmentation. • Ensure accuracy, compliance, and effective database management across the region. 2. Client Activation & Boutique Support • Create and oversee personalized client activation plans per boutique based on local insights and customer segmentation. • Co-manage local events and VIC treatments in partnership with the Communication & Brand and Client teams. • Develop sales support tools, training materials, and guidelines to empower in-store teams in cultivating quality client relationships. • Ensure effective deployment and adoption of regional clienteling tools. 3. Partnerships & Client Acquisition • Own and lead external client acquisition partnerships with shopping mall CRM departments, premium financial institutions, card partners, private clubs, and group sister brands, with a priority focus on Hong Kong. • Track performance and ROI of retail marketing and external acquisition initiatives. • Act as a key bridge between boutiques and external partners to translate partnership opportunities into concrete business outcomes. • Analyze local demographics, tourist profiles, and client psychographics to optimize activation plans. 4. High-Value Client Recruitment & Support • Support boutiques in identifying, engaging, and developing high-value and High Jewelry clients. • Plan high-touch client journeys and personalized moments reflecting Maison standards. • Represent the Maison directly during selected high-value client moments, escalations, or strategic engagements. • Ensure seamless CRM capture and boutique handover for newly acquired high-value clients. 5. Data Analysis, Reporting & Cross-Functional Collaboration • Define, monitor, and analyze performance KPIs and manage incentive links at boutique, market, and regional levels. • Leverage predictive analytics and customer data to guide targeting, personalization, and customer profiles. • Deliver regular reports and strategic business reviews to leadership with actionable recommendations. • Partner closely with Client/Omnichannel, Retail Excellence, Marketing & Communication, and IT teams at local and HQ levels to ensure consistent execution. Education & Language Bachelor’s degree or above. Fluent in English, Cantonese, and Mandarin, with strong written English and Chinese. Experience & Know-How 5–7 years of managerial experience in clienteling, ideally within the luxury sector (fashion, jewelry, beauty) in a regional context. Proven experience in project management and retail community animation. Direct in-boutique experience is highly valued. Technical & Management Skills Proficiency in CRM, clienteling, and data analysis tools (Salesforce, Power BI etc.). Strong analytical skills to translate complex data into actionable strategic insights. Commercial acumen with demonstrated experience in budget management and ROI-driven decision-making. Strong understanding of the Hong Kong luxury retail ecosystem (shopping mall networks, landlord-driven opportunities, and premium client acquisition channels). Personal & Interpersonal Skills Demonstrated leadership, influence, and cross-functional collaboration across multicultural teams. Excellent communication, presentation, and storytelling skills. Client-oriented, entrepreneurial, and proactive mindset. Comfortable acting as a client-facing brand representative for high-value clients; existing UHNWI network or relevant partner/agency experience is an advantage. Regional mindset with the ability to work across OAPAC markets.