Client Strategy & Communication Coordinator

About the role

The Client Strategy & Communication team builds long-term client relationships through digital CRM initiatives powered by a client database. It uses client profiles, purchase and engagement data to understand individual behaviours and personas, and uses EDM as a key touchpoint to deliver brand communications. The coordinator leads end-to-end EDM operations and supports the strategy behind them.

Key responsibilities

• Lead end-to-end EDM operations with internal teams and external partners: planning, client targeting, coordination and negotiation, testing, deployment, performance analysis and report creation using Salesforce Marketing Cloud and internal reporting systems.
• Drive initiatives to acquire client data, expand the client database and nurture clients through a strategic client journey.
• Develop and implement annual EDM planning and marketing automation plans with the corporate division and external vendors.
• Manage communication pressure and delivery schedules across Fashion, Fragrance & Beauty and Watch & Jewelries divisions to keep the number of blocks low and protect acquired clients.
• Analyse and measure campaign results, run a PDCA cycle for upcoming planning, and lead competitor CRM analysis to share learnings with business teams.
• Resolve EDM and Marketing Cloud technical issues with IT teams and partners, and support CRM projects with both IT and client engagement teams.
• Manage projects on time and within budget, and build collaborative stakeholder relationships.

Required profile

• At least 3-5 years of experience in client communication; luxury brand experience is a plus.
• Experience managing owned platforms such as email delivery and LINE posts, and marketing automation.
• Project management experience, ideally in global projects, with negotiation and collaboration skills.
• Business-level English or above to communicate with global headquarters.

Required skills

• Salesforce Marketing Cloud management and technical skills (a plus).
• Salesforce Service Cloud / Marketing Cloud technical skills (a plus).
• Strong analytical skills in client data and big data, and strong CRM marketing literacy.
• Digital skills and interest in technologies including AI.