E-CRM Manager

Location ShanghaiShanghaiChina
Type Full-Time
Seniority Manager
Posted Feb 28, 2026
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Join Guerlain in Shanghai as an E-CRM Manager. Drive customer-centric initiatives and enhance brand loyalty in a luxury environment. Apply now!

Overview

Guerlain, a prestigious brand within the Perfumes & Cosmetics division, is renowned for its commitment to luxury and innovation. As part of a larger conglomerate, Guerlain benefits from a rich heritage and a global presence, offering employees the opportunity to work within a dynamic and forward-thinking environment that values creativity and excellence.

Role & Responsibilities

  • Develop and lead the comprehensive E-CRM strategy and annual roadmap, aligning CRM initiatives with overall e-commerce business objectives and brand calendar milestones.
  • Plan, execute, and optimize E-CRM campaigns to maximize new customer acquisition and enhance repeat purchase behavior through targeted segmentation and personalized communications.
  • Design and implement loyalty programs and member systems that strengthen connections and drive long-term customer retention.
  • Conduct data analytics for continuous optimization and KPI improvement.
  • Collaborate closely with eco operation, IT, and brand CRM teams to achieve successful cooperative results.
  • Manage consumer complaints and oversee call center operations to ensure premium customer service.
  • Oversee vendor and agency management, including budget control and adherence to procurement processes.

Qualifications

  • Bachelor's degree or higher with a proven track record of CRM success.
  • Minimum of 6 years' experience in CRM or customer operations, with at least 3 years of extensive e-commerce experience.
  • Strong analytical skills and experience in e-market understanding.
  • Familiarity with statistical reports, consumer behavior, and sales data analysis.
  • Fluency in English, both verbal and written.
  • Experience in the beauty or luxury sector is advantageous.

Skills

Result-driven with a customer focus. Teamwork-oriented with the ability to multitask. Well-organized with strong communication and interpersonal skills. Exhibits humility and promotes harmony.

Experience

Minimum of 6 years in CRM or customer operations, including 3 years in e-commerce.

Education

Bachelor's degree or higher.

Benefits

Employees can expect to work in a prestigious and innovative environment with opportunities for professional growth and development.

Culture

Guerlain fosters a culture of luxury and innovation, encouraging creativity and excellence. The company values teamwork, humility, and harmony, creating a supportive and collaborative workplace.