Director Client Insights & Communications--Luxury

1. CRM Strategic Planning & Brand Positioning Alignment

Formulate and iterate the overall brand CRM and VIC client development strategy in line with luxury brand high-end positioning, global brand standards and local market consumption characteristics. Clarify annual, quarterly and monthly CRM business objectives, including client acquisition, client stratification activation, loyalty improvement, repurchase conversion and high-value client mining, and formulate executable tactical plans to ensure the landing of strategic goals.

2. Omnichannel CRM Campaign Operation & Execution

Unify the CRM operation standards for offline stores, online, social platforms and private domain channels. Plan and launch seasonal exclusive client campaigns, new product private preview activities, anniversary exclusive benefits, cross-border luxury co-branded client activities and other high-end customized marketing projects. Track the whole process of campaign implementation, optimize client touch frequency and communication rhythm, avoid excessive disturbance, and ensure high-end and refined brand client interaction experience.

3. Client Data Analysis & Business Insight Mining

Take charge of the construction, sorting, cleaning and dynamic update of brand client data assets. Utilize client system, BI analysis tools and consumer behavior data to conduct in-depth analysis of client portrait, consumption preference, purchase cycle, channel behavior and activity participation. Output regular data insight reports, accurately tap upselling and cross-selling business opportunities, provide data support for brand product layout, marketing strategy adjustment and retail terminal service optimization.

5. Loyalty Program Optimization & Client Value Enhancement

Iterate and upgrade the brand loyalty program continuously, optimize points rules, membership rights, exclusive benefits and client incentive mechanisms suitable for luxury consumption attributes. Focus on improving core indicators such as client retention rate, active rate, repurchase rate lifetime value. Summarize high-value client operation models, replicate successful cases, and continuously improve the efficiency of client asset operation.

6. Team Management & Cross-Departmental Collaboration

Lead and manage the client insights and communications team, undertake team daily management, work allocation, performance assessment, capability training and talent cultivation, build a professional, sophisticated and efficient team. Establish efficient collaborative mechanisms with retail, communications team, regional CD teams, e-commerce, NEO and external agencies. Align global client strategy with local market landing requirements, coordinate resource integration, and ensure the smooth implementation of all client projects.

7. Data Compliance & Brand Standard Management

Strictly abide by global data privacy regulations and local PIPL, establish standardized client data management and security operation processes. Ensure full compliance of client information collection, storage, use and communication. At the same time, unify the tone of brand client communication, activity specification.

8. AI-Driven Intelligent CRM Transformation & Innovation

Lead the brand's AI-enabled client upgrade and digital intelligence iteration. Cooperate with data and NEO teams to deploy AI client segmentation, predictive behavioral modeling, intelligent personalized recommendation and automated client lifecycle activation solutions. Leverage AI tools to refine high-net-worth client insight, predict client repurchase potential and churn risk, optimize omnichannel personalized client engagement, and balance luxury human-touch service with intelligent operational efficiency. Build scalable AI-CRM operation SOPs to continuously improve client conversion, activation and CLV through data intelligence.