Hermes Asia Pacific Limited 香港招聘

Contract Senior Customer Experience Executive (6-month)

Key Responsibilities:

Assist in planning and execution of customer experience omnichannel strategy to build 360 joyful customer experience by engaging store team and other departments
Assist in organizing store animations and activities e.g., VIP trips, customer events, etc.
Coordinate and follow up actions of improvement through Service Excellence (SEV Survey), customers feedback (Voice of Customers) and service issues (Feedback from CRC)
Support the implementation and follow-up of service enhancement projects and tasks
Adapt and deploy global or local initiatives to bring more elements of surprise to customers through new services, deliveries, payment solutions and personalization (Best Practice)
Work closely with CRM to effectively use customer segmentation to accomplish customer experience objectives
Support the translation of CRM strategies into customer experience plan and actionable initiatives to recruit new customers, engage and retain existing customers for their long-term loyalty.
Partner with CRC to improve and refine the standard omni customer journey and ensure professional and consistent customer communications e.g., Commercial Policies, Network protection measures
Collaborate with store team, propose, and support the store customer experience action plan to enhance customer omnichannel experiences and customer engagement
Prepare reports, track service performance, and provide insights and suggestions
Support budget preparation and monitoring. Follow up invoices and verify expenses
Manage customer gifting, place and monitor order and inventory of non-merchandise e.g. uniform
Provide administrative and operation support to the department
Assist on other ad-hoc projects and tasks

Requirements & Capabilities:

University graduate in related disciplines
At least 5 years of experiences in luxury and / or retail industry, preferably in service and customer experience. Proven record in organizing VIP events is a plus
Client centric attitude with a passion for service excellence
Excellent communication skills with a team player attitude. Well-organized, creative, good problem solver with the competence for execution excellence
Self-motivated, positive, and strong sense of ownership and accountability
Proficiency in Microsoft Office (Excel and Power Point)
Excellent command of both written & spoken English and Chinese. Fluency in Mandarin. French is a plus

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Customer Relationship Management Manager

Responsibilities:

Strategy and planning

Align business objectives to define CRM objectives, CRM strategies, client development strategy, KPI goal setting, and implement CRM initiatives.
Enable Service Hub’s role (Customer Relationships Management, Customer Experience and Client Relations) as the strategic partner of Retail through target clientelling and sales planning.
Plan and implement clienteling & client development strategy and initiatives for recruitment, retention, activation, re-activation, and customer engagement.
Develop and execute the CRM strategy and manage consumer lifecycle, aligning it with the company's objectives and values.
Collaborate with retail store team to plan targeted programs and customer development initiatives through customer database segmentation, personalized communications creation, multi-channel campaigns.

Program Creation and Implementation

Formulate, assess, and select communication and segmentation strategy to engage new customers and retain customers.
Collaborate with Communications Team on engaging prospects and facilitate new recruitments.
Plan yearly invitation to optimize customer engagement through events and workshops and bespoke activities. Assist and support VIP events.
Develop, oversee, and implement client communications and customer activation.
Create innovative and omni channel customer communication.

Analytics

Lead CRM team to manage analytics and translate data into insights and recommendations to address current and forecast future business dynamics and evolution and actions to achieve business goals.
Conduct customer segmentation and analysis to identify target customer groups and develop personalized strategies.
Bring together Consumer Analytics, Business Intelligence, Online and other related analytical data to identify opportunities.
Monitor and analyze CRM performance metrics for improvement and support other departments to make data-driven decisions. Review client segmentation to measure progress in client development.
Analyze performance and impact of client initiatives on client development and sales

Cross- Functional Support

Collaborate with cross-functional teams to ensure CRM strategies are seamlessly integrated into overall business strategies and maximize the effectiveness of programs.
Support outreach for special business objectives and provide lists, email/texting templates as needed.
Present regular consumer reports providing deep-dive program performance and customer reports. Provide feedback on how to optimize customer engagement and make actionable recommendations to stakeholders.

CRM Expertise and Intelligence

Oversee the maintenance of customer data base and CRM systems, ensuring accurate and up-to-date customer data and implementation of Client Data Protection regulations.
Monitor and coach to achieve high customer data capture quality and rate.
Stay informed about industry trends, advancement in CRM technology and best practices to drive innovation and continuous improvement.
Explore opportunities with the landlords and malls to drive increased engagement of the targeted community.
Educate the store team on CRM knowledge and how to leverage consumer analytics.

Requirements & Capabilities:

University graduate in related disciplines.
At least 10 years of experiences in CRM management, preferably in retail industry.
Proven track record in developing and executing CRM strategies and programs to drive customer engagement, loyalty, and sales development.
Excellent analytical and problem-solving skills, with the ability to interpret data, extract actionable insights and translate them into strategic recommendations.
Strong project management skill and interpersonal skill to collaborate with cross-functional teams and effectively convey CRM strategies and objectives.
Proficiency in Microsoft Office, Excel, PowerPoint, CRM tools, databases, BI tools and analytics platforms.
Proactive, dynamic, creative and client centric.
Fluent in English, Cantonese, and Mandarin.

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Senior Customer Experience Executive

Key Responsibilities:

Assist in planning and execution of customer experience omnichannel strategy to build 360 joyful customer experience by engaging store team and other departments
Assist in organizing store animations and activities e.g., VIP trips, customer events, etc.
Coordinate and follow up actions of improvement through Service Excellence (SEV Survey), customers feedback (Voice of Customers) and service issues (Feedback from CRC)
Support the implementation and follow-up of service enhancement projects and tasks
Collaborate with store team, propose, and support the store customer experience action plan to enhance customer omnichannel experiences and customer engagement
Prepare reports, track service performance, and provide insights and suggestions
Support budget preparation and monitoring. Follow up invoices and verify expenses
Manage customer gifting, place and monitor order and inventory of non-merchandise e.g. uniform
Provide administrative and operation support to the department
Assist on other ad-hoc projects and tasks
Adapt and deploy global or local initiatives to bring more elements of surprise to customers through new services, deliveries, payment solutions and personalization (Best Practice)
Work closely with CRM to effectively use customer segmentation to accomplish customer experience objectives
Support the translation of CRM strategies into customer experience plan and actionable initiatives to recruit new customers, engage and retain existing customers for their long-term loyalty.
Partner with CRC to improve and refine the standard omni customer journey and ensure professional and consistent customer communications e.g., Commercial Policies, Network protection measures

Requirements & Capabilities:

University graduate in related disciplines
At least 5 years of experiences in luxury and / or retail industry, preferably in service and customer experience. Proven record in organizing VIP events is a plus
Client centric attitude with a passion for service excellence
Excellent communication skills with a team player attitude. Well-organized, creative, good problem solver with the competence for execution excellence
Self-motivated, positive, and strong sense of ownership and accountability
Proficiency in Microsoft Office (Excel and Power Point)
Excellent command of both written & spoken English and Chinese. Fluency in Mandarin. French is a plus

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Stock Assistant

Responsibilities:

Ensure all stocks are stored in 1) good security, 2) good condition and 3) easily accessible by staff
Ensure that the correct price tags correspond to the product
Understand store’s stock accurately, ensure stockroom tidiness
Ensure implementation of storage rules, stock procedures and best practices (5S control, KPIs follow-up and KPI board update), and suggest for improvement
Execute cycle count and stock take, resolve discrepancy and report any abnormalities of stock related issue
Handle all stock movements and related input in system
Replenish storage areas on sales floor and check stock reservation on a daily basis
Assist on sales floor when necessary, including running stocks, packaging, checking stock availability, answering phone enquiry from other stores, etc.
Deliver products to shops and customers when required
Perform other tasks as assigned

Requirements:

Minimum 3 years’ experience in inventory management or operations in luxury retail or similar capacity
Energetic, passionate and positive working attitude
Pleasant, honest, hard-working, flexible, service-minded and well-organized
Good computer skills i.e. Excel
Good command of Cantonese, English and Mandarin

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Administrative Assistant - La Montre Hermès (9-mth contract)

Responsibilities:

Responsible for end-to-end replenishment of aftersales part (ordering, shipment follow up, receive and allocation)
Responsible for CITES application and customs clearance
Track and record movement of parts stock, ensuring accurate inventory and record in system
Assist in reporting and annual stock take
Provide administrative support to department head
Perform ad-hoc assignments as requested

Requirements:

Secondary education or above, concentration in Logistics Supply Chain / Business Administration / Management / Banking preferred
Min. 1-2 years relevant working experience
Detail-minded, well-organized, good interpersonal skills and willing to learn
Good PC skills, MS office and Chinese word processing
Good command of spoken and written English and Chinese (Cantonese and Mandarin)

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