Customer Relationship Manager | Luxury Fashion & Accessories

Define and own the CRM strategy aligned with luxury brand positioning and long-term business objectives.

Design and manage the end-to-end customer journey across all customer segments, including new, loyal, and VIP clients.

Lead the implementation and optimization of CRM systems, customer data platforms, and analytics to support retail, sales, and clienteling activities.

Establish and oversee customer service and after-sales experience in line with luxury service standards.

Develop and manage:

• Membership and loyalty programs

• Clienteling and VIP engagement initiatives

• Partner closely with Retail, Sales, Brand, and Marketing teams to: Increase repeat purchase rate and average transaction value; Convert CRM initiatives into tangible retail performance

• Build, lead, and develop high-performing CRM, customer service, and VIP relationship teams.

• Monitor and report CRM performance metrics, including CLV, retention, repeat purchase, and CRM-driven revenue.

• Location: Thu Duc, Ho Chi Minh City

• 5–10+ years of experience in Customer Relationship Management, Customer Experience, Retail, or premium service environments.
• At least 3–5 years in senior leadership roles.
• Proven track record in building CRM, loyalty, or clienteling programs from scratch.
• Strong understanding of luxury customer behavior, service standards, and personalization.
• Commercial mindset with experience linking CRM strategies to retail and revenue performance.
• Strong leadership, stakeholder management, and communication skills.