CRM & Clienteling Manager

We are seeking a seasoned, hands-on CRM & Clienteling Manager to architect and execute a world-class customer engagement strategy for Vuori's China business. This role will own the end-to-end customer lifecycle, transforming first-time buyers into loyal brand advocates through personalized, data-driven, and culturally resonant experiences. You will serve as the bridge between Vuori's premium activewear DNA and the sophisticated expectations of the Chinese consumer—crafting a clienteling program that elevates every touchpoint from discovery to advocacy.

As a strategic partner to the retail, e-commerce, and marketing functions, you will embed a client-first mindset across the organization, ensuring that every interaction reflects the warmth, authenticity, and premium quality of the Vuori brand. This is a unique opportunity to shape the future of luxury activewear clienteling in one of the world's most dynamic consumer markets.

What you'll get to do:

CRM & Clienteling Strategy

• Define and execute the China CRM roadmap, aligning short-term initiatives with long-term business objectives and brand positioning.

• Architect a Vuori clienteling program uniquely tailored to Chinese consumers—driving spend, repeat purchase, and deep, lasting brand loyalty.

• Design full customer lifecycle journeys: from lead generation and first purchase through to nurturing, repurchase, retention, and advocacy.

• Develop engagement strategies, including exclusive experiences and personalized services, to cultivate Vuori's most valuable customer relationships.

Omnichannel Execution & Platform Expertise

• Lead CRM initiatives across all consumer touchpoints—offline stores, WeChat ecosystem (Official Account, Mini-Program, WeCom), Tmall, Douyin, and other key digital platforms.

• Build omnichannel digital customer experiences centered around the Tencent ecosystem, partnering with internal and external teams to develop and operate CRM Mini-Programs (Client 360, task management, appointment booking) and WeCom tools.

• Ensure seamless integration of online and offline guest profiles, driving unified data acquisition and a single customer view.

• Design and oversee clienteling toolkits for retail teams, equipping store staff to deliver elevated, personalized in-store experiences.

Data Analysis, Segmentation & Insights

• Develop robust data sets, segmentation models, and actionable insights to inform cross-functional strategy and enhance guest engagement.

• Track and analyze key CRM performance metrics—Customer Lifetime Value, retention rate, repeat purchase rate, repurchase interval, ROI by channel—and translate findings into measurable initiatives.

• Prepare regular CRM dashboards and reports (weekly/monthly) with clear insights for management and retail teams, supporting in-store client interactions and driving member engagement.

• Leverage data to build dynamic segmentation and deliver personalized communications across all channels.

Campaign Management & Personalization

• Design and execute guest communication programs (both online and offline) with clear segmentation logic and measurement frameworks.

• Partner with content and digital teams to create compelling member-exclusive campaigns and UGC initiatives that deepen community engagement.

• Develop always-on automated communication flows (e.g., welcome series, birthday moments, re-engagement campaigns) to nurture customers at every stage of their journey.

• Create localized 360-degree brand experiences that amplify key seasonal moments and product launches.

Retail Enablement & Training

• Empower store teams with clienteling tools, processes, and training to foster a client-centric culture at every store touchpoint.

• Develop and deliver training programs that equip retail staff to use CRM tools effectively, engage clients meaningfully, and build long-term relationships.

• Act as the in-house CRM expert, providing guidance and support to retail leaders on client engagement best practices.

Cross-Functional Collaboration & Vendor Management

• Collaborate effectively with Marketing, E-commerce, Retail, and functional teams, influencing key stakeholders to drive CRM success.

• Manage relationships with external CRM platform vendors and digital agencies, ensuring maximum value from partnerships and staying ahead of emerging trends.

Who you are:

• 7+ years of CRM or Lifecycle Marketing experience, gained in China and focused on Chinese consumers.

• Proven track record with premium international brands in luxury, lifestyle, fashion or beauty sectors.

• Bachelor's degree required.

• Deep, hands-on experience with the WeChat ecosystem: Official Account, Mini-Program, and WeCom (Enterprise WeChat) CRM tools.

• Experience with Tmall, Douyin, and other key China digital platforms.

• Proficiency in Excel and CRM reporting tools is required.

• Fluent in Mandarin and English (written and verbal).

Vuori is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

All your information will be kept confidential according to EEO guidelines.