Store & CRM Manager – John Lobb

Hermes
Shanghai
Workplace: OnsiteFull timeFunction: Business Development & PartnershipsExperience: 8+ yearsSkills: ["Team leadership","Coaching","Customer focus","Data-driven decision-making","Cross-functional collaboration"]

Lead the performance of the Shanghai John Lobb store while driving commercial results through KPI analysis, business planning, and competitive market monitoring. Own CRM and customer experience strategy, including member acquisition, retention, segmentation, targeted campaigns, and lifecycle management across retail and e-commerce. Develop store SOPs, training, and coaching practices to elevate selling and service standards, while managing scheduling and empowering the store supervisor and team.

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FursaFursa
Hermes
Hermes
2 months ago

Store & CRM Manager – John Lobb

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Job Summary

Lead the performance of the Shanghai John Lobb store while driving commercial results through KPI analysis, business planning, and competitive market monitoring. Own CRM and customer experience strategy, including member acquisition, retention, segmentation, targeted campaigns, and lifecycle management across retail and e-commerce. Develop store SOPs, training, and coaching practices to elevate selling and service standards, while managing scheduling and empowering the store supervisor and team.
Location: Shanghai
Workplace: Onsite
Employment Type: Full time
Job Function: Business Development & Partnerships
Seniority: Manager level

Key Responsibilities

  • •Monitor store performance (sales, stock levels) using data and dashboards to define and implement action plans.
  • •Develop and execute monthly, quarterly, and annual business plans aligned with brand strategy and analyze KPIs to drive store initiatives.
  • •Own CRM strategy for retail and e-commerce, including member acquisition, retention, reactivation, segmentation, and targeted engagement campaigns.
  • •Establish and continuously improve store SOPs and lead in-store training to strengthen product knowledge, selling skills, and service excellence.
  • •Manage and empower the frontline team through coaching, feedback, performance reviews, workforce planning, and collaboration with the store supervisor.

Key Requirements

  • •8+ years of retail management experience
  • •Demonstrated CRM execution experience, including running member programs, segmenting customers, and using data to drive repeat purchases
  • •Familiarity with CRM tools and POS systems (e.g., WeChat CRM, Salesforce, or brand-specific platforms)
  • •Strong commercial acumen
  • •Mandarin Chinese; functional English for internal communication and reporting
Experience:8+ years
Skills:Team leadershipCoachingCustomer focusData-driven decision-makingCross-functional collaboration
Languages:Mandarin ChineseEnglish
Tech Stack:WeChat CRMSalesforceWeCom

Company Brief

Hermes
Hermès is a French luxury goods house specializing in high-end leather goods, ready-to-wear, accessories, fragrances, and homewares, renowned for craftsmanship and iconic products like the Birkin and Kelly bags.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 1837
WebsiteLinkedIn