Job Purpose:

We are seeking a highly skilled and experienced Senior IS Clienteling Manager to lead our
Clienteling Factory in OMNI IS team, driving the successful implementation, optimization, and ongoing management of Clienteling solutions within our luxury business. As the Senior IS Clienteling Manager, you will play a pivotal role in solution architecting and executing a comprehensive Clienteling product from the ground up, leveraging Salesforce on Ali, while integrating marketing automation and WeCom capabilities. You will be responsible for fostering a culture of innovation, agility, and continuous improvement within your team, ensuring seamless alignment with our omni-channel retail vision. The key product is SFoA(Salesforce
on Ali), Marketing Automation(Convertlab), WeCom MNP etc. The team leader will manage the product roadmap for all Fashion Maisons in Great China according to LVMH COE and Fashion Group HQ principles.

Key Responsibilities:

* Develop and execute Clienteling product roadmap for building a top Clienteling ecosystem in China luxury industry according to LVMH blueprint.
* Lead the new WeCom Clienteling solution from scratch, tailored to the unique needs with partners and business teams.
* Lead the team to complete end-to-end implementation of Salesforce on Ali, configuring and customizing the platform to support advanced Clienteling functionalities, such as personalized customer interactions, segmentation, and recommendation from AI.
* Integrate marketing automation and processes to enhance customer engagement, nurture customer relationships, and drive revenue growth across all touchpoints.
* Manage a high-performing Clienteling IS team, fostering a collaborative and agile mindset.
* Implement and oversee agile sprint release processes, ensuring efficient project planning, prioritization, and execution in alignment with business objectives and stakeholder expectations.
* Demonstrate deep understanding of luxury retail trends,customer behaviours, and industry-specific clienteling best practices,leveraging this knowledge to inform strategic decisions and drive innovation.
* Collaborate closely with cross-functional teams,including CRM, marketing, and retail operations, to align clientelinginitiatives with broader omni-channel strategies and brand objectives.
* Oversee the day-to-day operation, maintenance, and enhancement of the clienteling platform, ensuring high system availability, data integrity, and performance.
* Regularly assess and refine existing processes, identifying opportunities for automation, scalability,and efficiency improvements with internal service delivery team.
* Establish and maintain strong relationships with technology partners, including SFoA, Convertlab,WeCom, etc, to stay informed about product updates, leverage support resources, and influence future roadmap developments.
* Generate regular reports and dashboards to communicate progress, insights, and ROI to senior leadership, facilitating data-driven decision-making and continuous improvement.
* Work close with other IS&T teams for server upgrade, OMNI data flow and data platform
integration.

Required Knowledge, skills, and abilities:

* Bachelor's or Master’s degree in computer science, Information Systems, Business Administration, or a related field; relevant certifications in Salesforce, Agile methodologies, or PMP are highly desirable.
* Minimum 8 years of experience in IT project management, solution design, and implementation, with a strong focus on Clienteling, CRM and marketing automation in the luxury retail or related industries.
* Proven track record of successfully designing,implementing, and managing Clienteling solutions from inception to maturity,preferably using Salesforce or similar platforms.
* Deep expertise in agile methodologies, including Scrum or Kanban, and experience leading cross-functional teams through sprint release cycles.
* Strong understanding of luxury retail business processes, customer journeys, and omni-channel strategies, with the ability to translate these into effective Clienteling and marketing automation initiatives.
* Excellent interpersonal and communication skills to effectively collaborate with stakeholders at all levels, including senior leadership, technical teams, and external partners.
* Capability and experience to work in an international context, group organization and matrix environment.
* Capability to formalize the architecture topics and work with the team in charge for recommendation.
* Strong experience to animate the partners.
* Ability to prioritize multiple tasks through appropriate time managements and full communications.
* Flexibility to work in different time zones, evenings or weekends, as required.
* Teamwork spirit, customer-oriented, proactive and willing to take responsibility.
* Ability to travel, domestic or international, as required.
* Innovated, open minded, highly motivated thinking and willingness to initiate new things.

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